Jimmy Choo Omnichannel Customer Service & Aftersales Supervisor
- Employment
- Full-Time
- Seniority
- Supervisor
- Compensation
- £32,000–34,505/year
- Department
- Retail & Boutique Operations
- Posted
- Sep 24, 2026
About Jimmy Choo
Capri is a global luxury fashion group that manages a portfolio of premium lifestyle brands. The organisation operates internationally across retail, wholesale and digital channels and is known for combining creative heritage with commercial rigor. As an employer, Capri positions itself as a fast-moving, brand-driven organisation within the luxury sector.
Omnichannel Customer Service & Aftersales Supervisor at Capri Holdings in London. Manage aftersales operations and lead customer service excellence. £32,000–£34,505 per year.
Role & Responsibilities
- Manage all eCommerce aftersales queries, including product assessments, repairs, exchanges, and write-offs
- Coordinate with warehouses, repair centres, factories, suppliers, and internal teams to ensure timely resolution of cases
- Accurately record all aftersales activity within the aftersales portal and produce weekly and monthly performance and spend reports
- Review, recommend, and implement process improvements to enhance efficiency and ensure customer delivery commitments are met
- Serve as the primary point of contact for external aftersales partners and stakeholders
- Analyse recurring aftersales issues and identify opportunities to improve the customer experience
- Deliver training to Customer Service and Warehouse teams on aftersales policies, procedures, and best practices
- Support the Omnichannel Customer Services Manager in reviewing and enhancing customer service processes, policies, and procedures
- Maintain and update the customer-facing Help Centre and Zendesk Knowledge Base to ensure content is accurate and aligned with company policies
- Develop and maintain standard response templates across customer channels, ensuring alignment with brand tone of voice
- Partner with multilingual Customer Service teams and contact centre management to ensure consistent customer experience
- Support Quality Assurance initiatives, including strategy development, agent performance evaluations, and calibration sessions
- Analyse customer contact trends and support initiatives aimed at improving service and reducing escalations
- Monitor and report on Customer Service KPIs and drive performance improvements with internal and external stakeholders
- Act as an escalation point for complex customer queries and ensure escalation processes are clearly defined
- Line manage the Customer Service & Aftersales Assistant with day-to-day coaching, guidance, and development support
- Set clear objectives and performance expectations; conduct regular one-to-one meetings and contribute to formal performance reviews
Qualifications
- Proven experience within customer service and aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments
- Strong experience managing customer complaints and escalations
- Technical product knowledge and experience working with repair centres, factories, or manufacturing partners
- Strong understanding of eCommerce operations and omnichannel customer journeys
- Experience working with contact centres and distribution centre operations
- Advanced Microsoft Excel skills and experience producing operational and performance reporting
- Experience using Zendesk, including reporting, workflow configuration, and knowledge base management
- Demonstrated ability to improve customer service and aftersales processes
- Excellent written and spoken English
- Previous people management or supervisory experience (desirable)
- SAP experience (desirable)
- Experience with AI-enabled customer service tools and digital support channels (desirable)
Skills
Experience
Proven experience within customer service and aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments. Strong background managing customer complaints and escalations, working with repair centres and manufacturing partners, and demonstrated success improving customer service and aftersales processes. Contact centre and distribution centre operations experience required.
Education
Excellent written and spoken English is essential. Additional language skills are desirable.
Workplace
The role is situated in London, England, UK.
Compensation
The base compensation for this position ranges from GBP 32,000 to GBP 34,505 per annum.
Culture
Capri cultivates a diverse and inclusive workplace that values differences and fosters professional growth. The environment is brand-focused and collaborative, balancing creative energy with commercial discipline typical of a global luxury group.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Jimmy Choo, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Operations Supervisor», «Aftersales & Customer Experience Supervisor», «Omnichannel Service Delivery Supervisor», «Customer Support Operations Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.