Deckers Brands - Consumer Relations Representative - London

At Deckers Brands, Together, Every Step is a promise kept that every employee could bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

COME AS YOU ARE  

We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people—in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be. 

The Role:

As a Consumer Relations Representative, you will play an important role in delivering outstanding customer experiences across our portfolio of world-class brands. As part of our Consumer Relations team, you will support customers through a variety of enquiries, providing timely, accurate, and brand-right solutions that build trust and loyalty. Working across customer channels including email and live chat, you'll help create seamless experiences while ensuring every interaction reflects our commitment to exceptional service. We're looking for a customer-focused individual who enjoys helping people, solving problems, and delivering high-quality support.

Your Impact:

• Own customer enquiries relating to product information, warranties, deliveries, returns, refunds, and exchanges.

• Develop positive relationships with consumers by providing timely, accurate, and empathetic support.

• Collaborate with colleagues, senior advisors, and team leaders to deliver a consistent and exceptional customer experience.

• Ensure all customer interactions are managed in line with service levels, quality standards, and company policies.

• Care for every customer interaction by acting as a knowledgeable and professional brand ambassador.

• Support continuous improvement by identifying recurring customer trends and opportunities to enhance the consumer experience.

• Lead through personal accountability, taking ownership of your performance, development, and contribution to team success.

We celebrate diversity of your background, your experiences and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Who You Are:

• You are customer-focused, solution-oriented, and passionate about delivering great service.

• You're comfortable managing multiple customer conversations while maintaining accuracy and attention to detail.

• You understand the importance of representing a premium brand through every customer interaction.

• You are a strong communicator with excellent written skills and a professional, empathetic approach.

• You thrive in a collaborative environment and are adaptable to changing priorities and business needs.

We would Love to Hear from People with:

• Previous experience in a customer service, consumer relations, or support role.

• Experience handling customer enquiries via email, live chat, or other digital communication channels.

• Excellent verbal and written communication skills.

• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.

• Experience within retail, eCommerce, footwear, apparel, or consumer brands is advantageous.

• Experience using customer service platforms or helpdesk systems is a plus.

• Fluency in both English and the required local language for the market supported.

What We Will Give You:

• Competitive Pay and Bonuses – We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.

• 27 Days Holidays + Bank Holidays & some time away from work – on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.

• Extras, discounts, perks & volunteering opportunities – Being a valued member of the Deckers Brands team means more than just a pay-check. From generous discounts to community-based programs, we offer a variety of cool extras.

• Growth and Development – Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme

• Hybrid & Flexible Working Environment

Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.

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