Customer Fulfilment & Service Manager

Who they are

Are you a customer-focused leader with a passion for delivering outstanding service? Do you thrive in a fast-paced environment, driving operational excellence and ensuring seamless fulfilment? If so, we want you to join our team as a Customer Fulfilment & Service Manager!

At Whittard of Chelsea, we’re dedicated to creating exceptional tea, coffee, and hot chocolate experiences for customers worldwide. As our Customer Fulfilment & Service Manager, you’ll take ownership of our customer service and fulfilment operations, ensuring every order—whether B2C, B2B, or retail—is delivered with precision and care. Working with a talented team and key partners, you’ll drive efficiency, improve processes, and enhance customer satisfaction at every touchpoint.

If you’re ready to make an impact in a dynamic and growing brand, we’d love to hear from you! Apply now and help us deliver excellence, one cup at a time.

Why Join Us?
• Be part of an iconic British heritage brand with a rich history and a dedicated customer following.
• Enjoy a collaborative & dynamic work environment where your ideas drive real impact.
• Opportunities for professional growth & development in a thriving, customer-centric business.
• Exclusive perks & discounts—because we believe in sharing our love for our products.

Job Description

• Lead & Inspire: Motivate and develop a high-performing Customer Service and Operations team (both internal and outsourced), fostering a culture of excellence and enthusiasm.
• Deliver Service Excellence: Oversee customer support processes, ensuring prompt responses, efficient complaint resolution, and a seamless order fulfilment experience.
• Optimise Fulfilment: Manage smooth fulfilment of B2C, B2B, and store deliveries, working closely with our 3PL and logistics partners to ensure accuracy and efficiency.
• Drive Continuous Improvement: Identify and implement strategies to enhance customer satisfaction while improving operational processes and cost-effectiveness.
• Leverage Data & Insights: Use platforms like Freshdesk to extract actionable insights, report on key performance metrics, and inform decision-making.
• Stakeholder Collaboration: Work closely with teams across Ecommerce, Sales, Retail, Logistics, and 3PL partners to maintain outstanding service levels.

The ideal candidate

• Degree-level education or equivalent experience.
• 3+ years experience in a customer service, operations, or fulfilment role, ideally within retail or ecommerce.
• 2+ years in a leadership/management role overseeing teams.
• Proven experience working with 3PL providers and logistics partners.
• Familiarity with customer service software (e.g., Freshdesk, Zendesk, Salesforce).
• Background in fast-paced, high-growth environments with experience managing multiple priorities.
• Experience with B2B and B2C order fulfilment processes.
• Exceptional communication, organisational, and time management skills.
• A proactive and positive attitude with a passion for teamwork.