Customer Service Manager

Join our BtoB Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.

Position: Customer Service Manager (BtoB)

Department: Customer Service/Operations

Work Location: London, England

Work Type: Permanent, Full time, Hybrid (working 3 days onsite)

What you will be doing:

The Customer Service Manager leads the SOTL (Sports, Outdoor, Travel & Lifestyle) B2B Customer Service team, providing leadership, direction, and coaching in alignment with company policies, operational standards, and departmental objectives.

You will oversee the Customer Service operations for the Osprey and Hydro Flask brands within the SOTL European business, ensuring operational excellence by driving process efficiency, establishing and monitoring key performance indicators (KPIs), and delivering high-performance service standards. The role also champions continuous improvement by leading initiatives and projects that enhance processes, tools, and overall operational effectiveness.

As a key representative of the Customer Service & Operations functions, the Customer Service Manager demonstrates strong decision-making, effective stakeholder management, and clear communication across the organization. The role promotes company objectives and team values while fostering a customer-centric culture that builds long-term customer loyalty through exceptional service and strong relationships.

Key Responsibilities

• Own Customer Service tools, processes, and Standard Operating Procedures (SOPs), continuously identifying opportunities to improve efficiency, enhance customer experience, and optimize operations through new initiatives and projects.
• Leading and developing a team of eight direct reports by inspiring, coaching, and motivating through regular one-to-one meetings, team meetings, performance reviews, and ongoing feedback. Setting clear team and individual objectives aligned with business priorities.
• Drive Customer Service team performance by ensuring excellence in order management, communication quality, and customer inquiry resolution. Establish, monitor, and analyze key performance indicators (KPIs) to achieve operational and service excellence.
• Monitor order intake and coordinate order releases to the warehouse, working closely with Logistics and Warehouse teams to ensure timely execution and achievement of monthly, quarterly, and annual business targets.
• Oversee pre-season and call-off order management, ensuring effective planning, resource allocation, and team readiness to successfully manage peak order volumes.
• Build and maintain strong cross-functional partnerships with Sales, Logistics, Warehouse, and other key stakeholders to ensure seamless communication, efficient issue resolution, and alignment on business priorities

Skills needed to be successful in this role:

• Minimum of 5 years’ experience in people management in a Customer Support role BtoB experience preferred.
• Advanced knowledge of all software/applications used including Excel, (Oracle experience would be a plus)
• Excellent communication and interpersonal skills
• A commercial mindset and proven dedication to support the business in meeting and exceeding targets

Minimum Qualifications:

• Related experience or qualifications in Operations, Customer service, Business Management and logistics
• Authorized to work in the UK on a full-time basis
• Fully able to work 3 days a week in a London office location

What do we offer?

• 💸 Competitive compensation package depending on experience and skills
• 🩺 Collective Health Insurance or Gym Allowance
• 🚂 Mobility allowance
• 💻 Flexible work policy with regards to working hours and work from home
• ☀ Increased flexi-days package after 1 year of service
• 👌 Perkbox
• 💼 Modern office with collaborative workspaces
• 👂 Employee assistance counselling line
• 🎁 Employee discounts on all our EMEA products
• 💪 Lunch and Learns
• 🏝 Company closure between Christmas and New Year’s
• 📈 Employee Stock Purchase Plan
• 👌 The chance to work in an international, diverse, and inclusive environment!

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

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Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.

At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.