Customer Service Manager – Mr Tailor (Premium Retail)

Location: On-site
Employment Type: Full-Time

About Mr Tailor

At Mr Tailor, we pride ourselves on craftsmanship, personal attention, and a truly exceptional shopping experience. As we continue to grow, we’re looking for a dedicated Customer Service Manager who can lead with empathy, strengthen our service culture, and ensure every customer feels valued from the moment they connect with us.

What You’ll Do

• Lead, coach, and inspire our customer service team across in-store, phone, chat, and social media channels.
• Develop customer-focused service strategies that build long-term loyalty and improve key satisfaction metrics.
• Design and refine scalable processes, SOPs, and training tools that support consistent, high-quality service.
• Review customer feedback and service data to identify trends, challenges, and opportunities for improvement.
• Oversee performance indicators including CSAT, FCR, AHT, escalation management, and overall team efficiency.
• Work closely with our retail, logistics, tailoring, and IT teams to resolve complex customer issues smoothly.
• Manage escalations with professionalism, empathy, and in alignment with the Mr Tailor brand experience.