Head of Customer Service & AI-Driven Operations

The Fragrance Shop is seeking an experienced Customer Service Manager to lead our multi-channel Customer Service operation, drive performance, and embed AI, automation and self-service initiatives to improve customer journeys and efficiency. Reporting to the Head of Customer Operations, you will develop Team Leaders, balance quality with cost, and deliver measurable business impact.

You will shape the customer experience across channels, monitor performance metrics, and ensure compliance with

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