Customer Service Manager

About JYSK

JYSK is a rapidly expanding retail business with operations across 50 countries. Since opening its first Danish store in 1979, the company has grown to a global network of more than 3,000 stores. Its focus is on offering high-quality products for sleep and living, presented in a Scandinavian style and priced competitively.

The company aims to be the preferred choice not only for customers, but also for employees in the retail sector. With ambitious growth plans in the UK and Ireland over the next five years, JYSK is looking for driven, enthusiastic people who want to grow with the business.

Role Overview

This position is responsible for leading the Customer Service Center in Ireland and the UK, making sure customers receive an excellent experience across all channels. The role combines operational oversight, team leadership, process improvement, compliance, and close cooperation with internal and external partners.

Key Responsibilities

• Lead the Customer Service Center to ensure strong customer experiences across every channel in Ireland and the UK.
• Keep daily operations running smoothly and efficiently.
• Work closely with other JYSK teams, especially Retail, as well as external partners such as carriers.
• Build and develop a motivated, high-performing team aligned with JYSK values and customer commitments.
• Ensure customers are always prioritised and receive the company’s highest service standards.
• Handle daily planning, monitor KPIs, make adjustments where needed, and ensure mandatory tasks are completed.
• Track performance data, review reports, and act on results to achieve targets and objectives.
• Look for ways to improve customer service processes and the overall customer journey.
• Respond to operational issues proactively and take responsibility for decisions.
• Recruit, onboard, and retain team members.
• Increase motivation, engagement, and loyalty within the team.
• Support employee growth through training, performance management, feedback, and coaching.
• Run daily and monthly team meetings to share updates, review progress, and keep everyone engaged.
• Develop CSTLs as future candidates for the Customer Service Manager position.
• Ensure compliance with JYSK procedures, rules, guidelines, and local legal requirements.
• Use forecasting and data analysis to guide planning and action.
• Prepare annual plans and budgets for the department.
• Plan and complete all required daily, weekly, and monthly tasks.
• Strengthen coordination with Customer Service, Retail, B2B, HR, DC, and other internal functions.
• Maintain and grow relationships with carriers through follow-ups and visits.
• Take an active role in cross-country Customer Service cooperation.

Candidate Profile

The ideal candidate brings a customer-focused mindset, confidence in leading people, and the ability to make sound decisions in a busy environment. The role also calls for strong organisation, planning ability, and a willingness to keep developing professionally.

Requirements

• Strong experience in leading, developing, and influencing a team to deliver strong results.
• A customer-first approach with a commitment to excellent service.
• A positive, solution-oriented attitude toward challenging situations.
• Ability to work independently and take full ownership of decisions in a fast-paced setting.
• Ambition and willingness to continue developing your career.
• Very good English communication skills.
• Good organisational and planning skills.

Additional Information

• This is a full-time position with working hours of 40 per week.
• International travel of up to 5 weeks per year is expected.

Benefits

• Performance-related bonus scheme.
• A supportive company culture focused on people.
• Clear structures and processes that help create strong results.
• A workplace that supports quick and practical decision-making at every level.
• Pension contribution.
• Bike to Work scheme.
• Life assurance.
• 20% employee discount.