River Island

About the Company

Family owned from day one, we’ve been a big part of life on the UK high street for over 70 years. Today, still guided by shared values and a clear focus on our customers, we’re one of the strongest and most successful fashion brands around. And we’re changing like never before – exploring new ways to connect with our customers in person and online. And our talented Islanders are thinking differently about everything from products and stores to wellbeing and sustainability. The result is an energising culture you’ll love, work that’ll stretch you, a career you can build and a brand you’ll be proud to belong to. This is life on the Island... come and be part of it!

Listed Jobs

Company Name

River Island

Job Title

Customer Service Manager

Job Description

**Job Title** Customer Service Relationship Manager **Role Summary** Lead the management and enhancement of relationships with high‑value customers, ensuring exceptional service, issue resolution, and growth in customer lifetime value. Act as the primary contact for key accounts, drive customer insights, and collaborate cross‑functionally to deliver tailored solutions and loyalty initiatives. **Expectations** - Deliver consistently high levels of customer satisfaction and retention. - Proactively manage and grow key customer accounts. - Provide data‑driven insights and report on account performance. - Champion a customer‑first mindset across the organisation. **Key Responsibilities** - Build and maintain long‑lasting relationships with key customers. - Serve as the point of contact for high‑value accounts, addressing concerns and providing personalised support. - Resolve escalated inquiries and complaints efficiently, coordinating with logistics, product, IT and other functions. - Analyse customer feedback, identify trends, and recommend process improvements. - Produce regular reports on satisfaction, retention and CLV for senior leadership. - Collaborate with product and sales teams to create bespoke solutions and communicate new offerings. - Develop and implement customer retention strategies, loyalty programmes and special offers. - Train and guide the customer service team on managing high‑value relationships. - Act as a liaison between customers and internal teams to ensure clear communication of requirements and feedback. **Required Skills** - Proven experience in customer service, account or relationship management (e‑commerce, retail, or fashion preferred). - Excellent communication, rapport‑building and conflict‑resolution skills. - Strong organisational ability to manage multiple key accounts simultaneously. - Data‑driven mindset: analyse feedback and apply insights to improve service. - Cross‑functional collaboration with sales, marketing, operations and product. - Proactive, solution‑oriented and a clear customer‑first focus. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, Hospitality or related field. - Certifications in Customer Service, Account Management or Six Sigma (preferred).

London, United kingdom

Remote

10-11-2025

Company Name

River Island

Job Title

People & Service Manager

Job Description

**Job Title** People & Service Manager **Role Summary** Lead the store team to consistently deliver exceptional customer service, create an inclusive and well‑being culture, and support the Store Leader in meeting sales, operational and KPI targets. **Expectations** * Maintain a high‑performance, motivated team that values every customer interaction. * Promote diversity and inclusive practices across all store functions. * Act as the primary point of contact for employee well‑being and communication. * Manage duty cycles across product, visual and operational areas. * Utilize commercial tools to drive store performance and KPI achievement. * Ensure compliance with health & safety, loss prevention, and operational standards. **Key Responsibilities** * Role‑model outstanding service and reinforce service standards across the store. * Foster a welcoming culture that values diversity, inclusion and employee well‑being. * Serve as the direct communication channel for staff regarding concerns and well‑being. * Duty‑manage all operational areas (product, visual, stock, floor layout). * Deliver a superior customer journey across service, people, visual and operational touchpoints. * Support Team Development: coach, train, and recognise staff to build a high‑performing team. * Empower staff to deliver customer‑centric decisions and actions. * Analyse customer feedback and sales data to inform continuous improvement. * Help the Store Leader achieve KPIs: sales, conversion, stock loss, payroll, voice of customer, RFIDs, people metrics. * Ensure all health & safety, compliance and loss prevention protocols are actively managed. **Required Skills** * Retail management experience – customer‑service focus, team leadership. * Strong interpersonal and communication skills with a customer‑centric mindset. * Inclusive leadership; experience building diverse, motivated teams. * Problem‑solving and decision‑making under fast‑paced, changing environments. * Analytical abilities – interpret sales data, customer insights, and KPI metrics. * Proficiency in using commercial and operational tools (POS, inventory, KPI dashboards). * Time‑management and organisational skills for balancing multiple priorities and deadlines. * Emotional intelligence to manage and inspire people. **Required Education & Certifications** * Minimum 2–3 years retail management experience (or equivalent). * High‑school diploma or equivalence; a degree (e.g., Business, Retail Management, HR) is preferred. * Certifications in retail operations, leadership or customer service are advantageous. ---

Nottingham, United kingdom

On site

29-12-2025