🚀 Customer Operations Executive

ABOUT US

Proudly Scottish at heart, but with a keen international outlook, Strathberry creates unique luxury pieces, handcrafted in Spain using only the very finest quality leathers and finishes. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines and exceptional attention to detail have led to a global following.

The brand is stocked in over 100 retailers worldwide, with flagship stores in London and Edinburgh. With investment in place to accelerate the next phase of expansion, there has never been a better time to join this dynamic business.

THE ROLE

As Customer Operations Executive at Strathberry, you will serve as the primary point of contact for customer enquiries and concerns, ensuring the highest standards of service in line with the brand's luxury positioning. This role involves managing customer relationships, resolving issues, and enhancing customer satisfaction, fostering long-term loyalty, and contributing to the overall success of the brand.

We are looking for a strong communicator with a passion for delivering outstanding customer service. A problem-solver who thrives in fast-paced environments and enjoys identifying areas for improvement. Someone with a data-informed mindset who is confident in using insights to drive service excellence. A collaborative team player who values working across departments to achieve the best outcomes for our customers.

Please note: This is a full-time, permanent position based in London. This role will be based remotely from the rest of the team, working from our warehouse in Feltham.

To apply please submit your CV along with a covering letter , outlining your relevant skills and experience and interest in this position. Please note that CVs submitted without a covering letter will not be considered.

KEY RESPONSIBILITIES

Customer Operations

• Deliver personalised, high-quality customer experiences that align with our company values and standards.
• Work to identify operational bottlenecks and support the implementation of streamlined, efficient customer service processes.
• Maintain accurate customer records and case histories to ensure consistency and continuity of service.
• Collaborate cross-functionally with internal teams to resolve customer issues swiftly and effectively.
• Stay current on industry trends, competitor services, and customer service innovations to help keep our offering best-in-class.
• Identify opportunities for automation and self-service tools that enhance efficiency and customer satisfaction.

Reporting & Insights

• Support the optimisation of our customer service platforms to enhance daily operations.
• Monitor customer satisfaction metrics and actively contribute to continuous improvement initiatives.
• Collate customer service data and feedback to inform strategic decision-making.
• Use insights to refine customer experience strategies, ensuring delivery remains efficient, responsive, and aligned with customer expectations.
• Remain informed about industry best practices and competitor activity to maintain a competitive service advantage.

WHAT WE OFFER

• 29 days annual leave, plus 3 additional fixed bank holidays
• Never work on your birthday! Additional day holiday on your birthday
• Employer pension scheme
• Employee Assistance Programme
• Staff allocation of Strathberry products

ABOUT YOU

To be a star candidate for this position, you must be able to demonstrate the following skills and experience:

• A strong communicator with a passion for delivering outstanding customer service.
• A problem-solver who thrives in fast-paced environments and enjoys identifying areas for improvement.
• Someone with a data-informed mindset who is confident in using insights to drive service excellence.
• A collaborative team player who values working across departments to achieve the best outcomes for our customers.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently, with a hands-on attitude.
• 3-5 years of experience in an administration/operations role.

INTERESTED?

To apply please submit your CV along with a covering letter , outlining your relevant skills and experience and interest in this position. Please note that CVs submitted without a covering letter will not be considered.