Customer Care Manager (Remote Role)

Customer Care Manager

Reports to: Head of Digital

Reports: Customer Care Executive

Start date: March 2025

Office location: Soho, London

About Hunza G

Hunza G was originally born in 1984, known then only as Hunza under the direction of Peter Meadows who created its signature, unique crinkle-stretch fabrication and high-cut leggy designs. Hunza became instantly recognisable in the 90’s after being worn by Julia Roberts in Pretty Woman. In 2015, Hunza added the G when Georgiana Huddart re-launched the brand and became Creative Director after having an obsession with the fabrics throughout her 20’s. With modern nostalgia at its core, Hunza G has grown to become an iconic brand synonymous with the beach.

Key responsibilities

The Hunza G customer care team are crucial brand ambassadors, ensuring every customer interaction exceeds customer expectations and are a crucial part of our sales and retention function. Bringing an obsession for customer experience you will act as the in-house expertise and guardian for the Hunza G customer across the business- building a robust strategy, suite of processes and reporting structure - to transition towards a best in class customer experience. Working with the Head of Digital your key responsibilities will include:

• Building on existing frameworks to create and deliver ambitious strategy for the customer care department, aiding towards maximising the brand’s NPS score.
• Develop and implement in depth reporting across relevant KPIs, providing visibility to the wider business and providing proactive actions to improve customer experience.
• Manage the in-house and 3rd party members of the Hunza G customer care team, ensuring an elevated and consistent communication of our customer first ethos and brand values.
• Develop customer service SLAs and ensure targets are met without compromising service level.
• Work with the relevant wider business departments to highlight customer pain points and deliver solutions.
• Manage and resolve customer queries across phone, email, live chat, social media and review platforms.
• AOB required.

The ideal candidate 

• Strong experience in managing global ecommerce customer care teams, offering best in class customer service.
• Direct to consumer experience essential, fashion/swimwear experience ideal.
• Customer obsessed with a proactive approach.
• Strong experience in appeasement strategy.
• Hands on approach to customer care.
• Strong written and verbal communication skills.
• Ability to work in a fast paced environment as part of a small, growing and passionate team.
• Highly organised and great attention to detail.