The person who owns the system of customer service, not the person answering emails all day. Someone who makes sure the experience is consistent whether a customer walks into retail, DMs on Instagram, or emails support. This is not a traditional customer service representative role, but rather a coordination and leadership role responsible for improving how customer service operates across the business. This role should own the “Voice of the Customer.” Not just service. They become the internal advocate for the customer inside the business. Core Purpose Ensure a consistent, high-quality customer experience across all customer touchpoints (Retail, Social Media, and Customer Support) by setting standards, training teams, managing systems, and monitoring performance. Customer Experience Strategy Own the overall approach to customer experience across the brand. Customer Service Philosophy & Tone Define the Customer Service philosophy & tone Establish service standards across all channels Create response time expectations Align CS with brand values and tone of voice Identify friction points in the customer journey Ensure customers receive the same level of service everywhere Example Deliverables Customer Service Playbook Tone of Voice guide for customer interactions Escalation policies Cross-Channel Coordination Align messaging across all customer touchpoints Create clear handover protocols between teams Manage who answers what Ensure customer history is visible across channels Monitor conversation quality Example Cases Instagram DM → Retail question → Retail staff trained to answer Retail complaint → logged into CS system → tracked Training & Enablement Train teams on customer service best practices Provide scripts, response templates and FAQs Coach teams on handling difficult customers Create knowledge bases for quick answers Run refresh training when new products launch Example Training Topics “How to respond to sizing questions” “How to handle refund frustration” Systems & Process Management Manage customer service platforms (email, CRM, helpdesk) Create ticketing and tracking systems Maintain FAQ libraries Implement automation where helpful Ensure no customer queries fall through the cracks Example Tools Zendesk / Gorgias / Freshdesk Shared response libraries Customer tagging system Quality Control Review responses across teams Identify common mistakes Provide feedback to teams Track customer satisfaction Spot trends in complaints Metrics Response times Resolution time Customer satisfaction score Repeat issues Insights & Feedback Loop Report common customer issues Identify product feedback patterns Share insights with product, marketing and retail Flag operational problems quickly Example Insights “Sizing confusion on new leggings” “Delivery delays causing complaints” “High return rate on X product” Escalations & Problem Resolution Handle escalated complaints Manage refunds / goodwill gestures Protect brand reputation Resolve high-value customer issues Simple Org Structure Customer Service Manager Customer Support Team (Email / Helpdesk) Social Media Team (DMs & comments) Retail Staff (In-store customer interactions) The CS Manager ensures all three operate under the same standards Success Looks Like Customers receive consistent answers everywhere Faster response times Fewer escalations Retail and social teams confidently handling customer queries Leadership getting real customer insights Position is full time (08:30 – 17:00). Start Date: ASAP. Offices are based in Woodstock, Cape Town / moving to Milnerton soon. #J-18808-Ljbffr