Customer Care Manager

As Customer Care Manager, you’ll ensure the needs of both our DTC and B2B customers are met and exceeded. Your purpose is to deliver and champion service excellence: developing our customer care strategy, building operational best practices, setting and monitoring KPIs, and coaching a lean but powerful team of Customer Advisors.

You will inspire, motivate, and elevate the team through thoughtful leadership; improve efficiency at a macro level; and ensure our customer experience reflects Nkuku’s values of Natural, Ethical and Crafted.

Responsibilities

Leadership & Customer Experience

• Lead, inspire and manage a lean but high‑performing team of Customer Advisors across DTC and B2B.


• Ensure efficient resolution of customer queries while maintaining SLA compliance across all channels.


• Work directly on complex or high‑impact customer tickets, using your expertise where it makes the greatest difference.


• Deliver consistently high customer satisfaction at every touchpoint, embodying a customer‑first mindset.


• Investigate and resolve escalated customer issues, coordinating cross‑functionally and managing major incidents effectively.


• Conduct regular team and individual meetings, fostering development, cohesion and a strong team ethos.

Operational Excellence

• Continuously identify opportunities to improve team efficiency, process quality, and customer outcomes.


• Monitor and analyse KPIs using tools such as Zendesk (or similar CX platform), Shopify, and Khaos Control (ERP) – or similar platforms.


• Build and implement service improvements that enhance operational excellence, consistency, and scalability.


• Uphold and optimise customer service procedures, policies, and standards.


• Oversee and adhere to company‑wide operational processes, ensuring alignment with broader business practices.


• Maintain strong relationships with operations, ensuring a seamless customer journey from order to delivery.

Team Development & Culture

• Train, coach and develop team members, nurturing strengths and adapting to evolving business needs.


• Support a culture where learning, training and skill‑building are embedded in the everyday.


• Recruit, onboard and train temporary and permanent team members as required.


• Promote and model Nkuku’s core values: Natural, Ethical, Crafted - ensuring they’re reflected in team behaviour and decision‑making.


• Build a stable, motivated team that feels connected, empowered and aligned with our brand ethos.


• Conduct reviews, training sessions and performance check‑ins in line with company policy.


• Create a positive, respectful and inclusive working environment, upholding our zero‑tolerance stance on bullying, harassment and discrimination.

Finance

• Manage departmental costs, identifying opportunities to drive efficiency without compromising quality or service.


• Maintain understanding of P&L and budget performance, contributing to commercial outcomes through operational decisions.


• Ensure controllable costs are monitored and managed effectively.


• Demonstrate proficiency in Excel for reporting, forecasting and analysis.

Health & Safety

• Maintain a safe and healthy work environment, ensuring compliance with H&S, Risk Assessments, COSHH and fire regulations.


• Ensure swift response to any H&S shortfalls or risks for customers and team members.

Social & Brand Representation

• Maintain a positive, friendly, honest and professional approach at all times.


• Champion Nkuku’s ethical and eco‑friendly standards in daily practices.


• Project a favourable image of Nkuku internally and externally, supporting our vision and customer promise.

Profile

You will bring:

• Proven experience delivering outstanding customer service in a fast paced‑ environment across DTC and/or B2B channels.


• Experience managing and developing a customer facing team, ideally within a retail, lifestyle‑ or e‑commerce setting.


• Hands ‑on experience with Zendesk or similar CX platforms, with confidence using data to guide decisions.


• A natural ability to inspire, motivate and uplift teams, leading by example and championing our customer first‑ ethos.


• Strong operational mindset, with experience improving service processes, workflows and ways of working.


• Ability to support resource planning and forecasting, ensuring the right coverage to meet customer demand while maintaining a lean, efficient team.


• Excellent organisation and time management‑ skills, with the ability to balance multiple priorities.


• Strong administrative skills and high IT literacy.


• Exceptional communication skills, combining clarity with a calm, empathetic approach.


• Ability to thrive under pressure, adapt quickly to change and maintain high standards.


• A positive, can do‑ attitude with openness to feedback and continuous improvement.


• Reliable, punctual, and committed to representing Nkuku’s values of ethical craftsmanship, care and integrity.