We are looking for a quick-thinking, proactive Customer Service Manager & Ecommerce Executive to join our team at Oliver Spencer and Favourbrook. As a key member of the team, you will be responsible for delivering exceptional customer service, managing certain eCommerce operations, and ensuring a seamless and efficient experience for our customers. This role reports into the eCommerce Manager.

Role Overview

Customer Service

• Manage daily customer queries across email, telephone, and website, ensuring prompt and high-quality customer service at all times.
• Oversee order fulfilment on the Shopify platform, ensuring orders from the warehouse and stores are processed in a timely manner and delivery expectations are consistently met or exceeded.
• Liaise with the warehouse team to carry out fraud checks and ensure smooth order processing.
• Oversee returns, ensuring refunds and exchanges are processed within the designated return window and handled efficiently.
• Troubleshoot customer issues, identify areas for improvement, and propose actionable solutions to enhance customer satisfaction.
• Collaborate with the retail team to build product knowledge, brand culture, and ensure consistency in cross-channel customer experiences.
• Build meaningful relationships with VIP customers, monitoring their behaviour and implementing strategies to foster long-term loyalty.
• Provide weekly and monthly KPI reports on customer service interactions, highlighting successes and areas for improvement.
• Liaise with in-store teams to ensure seamless in-store fulfilment of online orders, providing support to enhance the customer experience.
• Coordinate with Global-e for international order fulfilment, ensuring that international orders are processed and delivered to customers on time and seamlessly.
  

Ecommerce

• Own the seasonal product upload process, coordinating with all relevant teams (production, inventory management, marketing, content, and logistics) to ensure a smooth and punctual go-live.
• Collaborate with the eCommerce Manager to optimise site conversion rates, tracking page performance and user behaviour to identify areas for improvement and implementing solutions.
• Create new collection pages for key product categories, new product launches, or collaborations, ensuring the content aligns with brand guidelines and customer expectations.
• Update menu items and other navigational elements to ensure customers can easily find new collections and key product categories.
• Collate product assets (descriptions, size guides, imagery) and perform content checks to ensure accuracy and consistency across the site.
• Conduct weekly audits to identify missing assets and ensure they are uploaded promptly.
• Analyse and produce refund reports
• Create and maintain documentation and training materials for the product upload and management process to ensure third parties can assist during busy periods.
  

Prerequisite Knowledge, Skills, and Education

• +1 years’ experience in eCommerce Customer Service and preferably a fashion retail background.
• Passionate about men’s fashion and customer experience.
• Impeccable communicator in written and verbal English is essential. Multi-lingual advantageous.
• Strong organisational and time-management skills. Ability to work to deadlines. Attention to detail. Ability to work independently as well as a team player.
• Excellent problem-solving and analytical skills.
• Good IT skills and proficiency in Microsoft Office suite, especially Excel. Knowledge of Shopify is essential, and Zendesk or Georgias is desirable.
  

The benefits we can offer you:

• Generous seasonal clothing allowance & staff discount
• Pension scheme
• Cycle to Work scheme
• Monthly team socials
• Camaraderie, questionable music tastes and good coffee

This is a full-time in-office role, permanently based at our HQ in Lambs Conduit Street, Holborn in London and your working hours will be Monday-Friday 8/9am-5/6pm in the office. 

To apply please email your CV and covering letter to careers@oliverspencer.co.uk

We are seeking a Social Media Executive to support and execute the social media strategy across Oliver Spencer & Favourbrook on all key social platforms.

• Menswear experience essential

Role Overview

As the Social Media Executive for Oliver Spencer & Favourbrook, you’ll drive daily social media activity across Instagram, Facebook, LinkedIn, and Pinterest for both brands, managing menswear for Oliver Spencer and Favourbrook, as well as womenswear for Favourbrook. You’ll bring each brand’s voice to life by supporting content ideation, coordinating social strategy for product launches, and driving community engagement. This role requires a strong grasp of cultural trends, creativity in storytelling, and a passion for connecting with audiences to foster brand loyalty and growth.

Key Responsibilities

• Coordinate and execute regular content posting across Instagram, Facebook, LinkedIn, and Pinterest for both brands using Later, ensuring consistent branding across menswear and womenswear accounts, and supporting efforts to build engagement and grow our audiences on these key platforms.
• Collaborate with the marketing team and copywriter to develop content calendars that align with overall brand and campaign objectives.
• Work closely with the copywriter to create on-brand social media content, including captions and messaging, ensuring consistency in tone and voice.
• Support social strategy for product launches, collaborations, and special projects by contributing to planning and ideation.
• Source and organise images that meet visual guidelines, maintaining cohesive presentation across all social channels.
• Monitor and engage with social media communities daily, fostering brand interactions and responding to comments and messages.
• Adopt an all-in attitude; constantly assess trending content, manage direct messages and interactions, and be prepared to cover live events and oversee out-of-hours posting.
• Stay up-to-date on social media trends, industry news, and cultural moments to keep the brand’s voice relevant and engaging.
• Track and report on weekly and monthly social media metrics through Later and other analytics tools, providing insights to refine strategy and content.
• Assist in managing social media content budgets and coordinate with external creatives as needed.
• Attend key events to capture live and behind-the-scenes content, creating engaging ad-hoc posts to showcase brand moments interactions.
• Update and help optimise paid social ads across platforms such as Google and Meta, including the creative elements (images, videos, and graphics), copy, and targeting, to ensure ads are engaging, on-brand, and achieving optimal reach and performance.
• Partner with cross-functional teams to align social media with broader marketing initiatives, events, and storytelling opportunities.
• Provide ad-hoc support to the marketing team on campaigns and other related tasks as needed.

Prerequisite Knowledge, Skills, and Education

• 1-2 years’ experience in social media management, ideally within menswear, or a proven passion for the industry, with experience in retail or related fields.
• Proven success in executing social media strategies and growing engagement across platforms.
• Strong creative vision with an eye for trends and innovative social content.
• Ability to work effectively with cross-functional teams and develop clear goals for each platform.
• Up-to-date knowledge of emerging social media platforms and technologies.
• Experience with paid media and managing social media budgets, including updating creative and copy for paid ads on platforms such as Google and Meta.
• Experience with affiliate marketing is advantageous.
• Excellent time management, communication, and project management skills.
• Strong attention to detail, with the ability to multitask and adapt to shifting priorities.
• Team player with a positive attitude, even when working under tight deadlines.

The benefits we can offer you:

• Generous seasonal clothing allowance & staff discount
• Pension scheme
• Cycle to Work scheme
• Monthly team socials
• Camaraderie, questionable music tastes and good coffee

This is a full-time in-office role, permanently based at our HQ in Lambs Conduit Street, Holborn in London and your working hours will be Monday-Friday 9am-6pm in the office. You may be required to travel on occasions.

To apply please email your CV and covering letter to careers@oliverspencer.co.uk

We are seeking a skilled Graphic Designer to create high-quality, engaging work that will elevate the Oliver Spencer and Favourbrook brands across all channels. You will work across a wide range of platforms, from digital marketing campaigns and social media assets to in-store displays, ensuring our brand aesthetics are consistent and impactful, reporting to the eCommerce Manager and General Manager.

• Portfolio of work is essential to apply.

Role Overview

As a Graphic Designer at Oliver Spencer and Favourbrook, you will be responsible for producing visually compelling work that reinforces our brand ethos and enhances the customer experience. From designing email campaigns and seasonal lookbooks to creating in-store signage and advertising materials, your work will play a key role in supporting both our digital and physical presence. You will collaborate with the marketing team to ensure all design work aligns with the brand’s visual identity, maintaining consistency and driving customer engagement across all touchpoints.

Key Responsibilities

• Design visual content across all marketing channels, including the website, printed collateral, shop window vinyl, in-store point of sale/displays, and other special brand projects.
• Create and execute visually engaging email marketing campaigns in Klaviyo, optimising content to drive click-through rates (CTR) and conversions while adhering to brand guidelines.
• Manage and evolve Oliver Spencer and Favourbrook’s visual brand guidelines, ensuring consistency across all creative output.
• Collaborate with the marketing team to produce seasonal lookbooks that showcase collections in a visually captivating and cohesive way.
• Adapt and design photographic images for social media platforms, including Instagram Stories, Reels, and Feed posts, ensuring visual cohesion across formats.
• Produce print and digital advertising assets, including artwork for magazine publications, ensuring they align with brand standards, editorial guidelines, and publication deadlines. Export all assets with the correct colour profile and ensure timely submission and upload to the necessary platforms.
• Create compelling sales materials, presentations, training documents, and pitch decks for internal and external stakeholders.
• Develop innovative in-store concepts, point-of-sale materials, and signage to elevate the customer experience and drive foot traffic.
• Design and prepare internal and external presentations and brand documents.
• Work with copywriters, the marketing manager, and e-commerce manager to produce final design assets that align with campaign objectives.
• Provide the team with all seasonal, weekly, and daily design assets to support marketing and e-commerce initiatives.
• Support the Design & Production team with CAD drawing creation for product design and production.
• Provide ad-hoc image retouching and asset updates as needed.

Prerequisite Knowledge, Skills, and Education

• A degree in Graphic Design or a related field.
• 2+ years’ experience in a graphic design-related role, preferably within menswear or fashion, or a proven passion for menswear, with experience in menswear retail or related fields.
• Expertise in Adobe Creative Suite (Photoshop, Illustrator, InDesign).
• Strong understanding of typography, layout, and colour theory.
• Experience in image retouching and editing.
• Excellent communication skills and attention to detail.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Experience with motion graphics or video editing (desirable).
• Familiarity with website design, Shopify, and Klaviyo (desirable).
• Experience with video editing (desirable).

The benefits we can offer you:

• Generous seasonal clothing allowance & staff discount
• Pension scheme
• Cycle to Work scheme
• Monthly team socials
• Camaraderie, questionable music tastes and good coffee

This is a full-time in-office role, permanently based at our HQ in Lambs Conduit Street, Holborn in London and your working hours will be Monday-Friday 9am-6pm in the office. You may be required to travel on occasions.

To apply please email your Portfolio, CV and covering letter to careers@oliverspencer.co.uk

We are looking for someone to join our Favourbrook menswear team in Pall Mall, SW1. You will be providing customers with a unique experience with your specialist knowledge and flair in styling. Communication is paramount as there is much liaising with tailors, customers and the rest of the team.

We are seeking someone who is enthusiastic and personable and enjoys giving superb customer service. You will need previous menswear retail experience and some garment knowledge as you will be trained to pin alterations and take measurements. You must be completely fluent in spoken and written English.

Store hours are Monday to Saturday 9.45am-6pm, 5 days a week.

To apply please email your CV and covering letter to careers@favourbrook.com

We are a luxury clothing brand and are looking for someone to organise in-house all our import and export of clothing between the UK and Europe. You will be responsible for coordinating how a product will get from one location to another with all the correct paperwork in accordance to company procedures and HMRC policy

Daily Duties & Responsibilities:

• Keep up to date with all transport, shipping, VAT, import/export regulations, changes & requirements and ensure compliance.
• Update Shipping Guide with any new regulations or requirements to ensure the smoothest process of transit / delivery of goods and customs entry to the delivery destination
• Coordinate and manage all customs matters related to international shipments
• Generate & monitor daily shipments across multiple international destinations:
• Prepare & process shipping invoices, courier labels, and liaise with sender & transporter to ensure goods dispatched correctly & promptly
• Liaise with suppliers to ensure correct wording and invoice layout is provided for all shipments, including:
  - Preferential statement
  - Incoterms
  - Commodity codes
• Checking shipment invoices have necessary information for tax returns
• Ensure accurate information is communicated to forwarders and clearing agents or the relevant person
• Monitor shipments daily, resolve any issues, taking swift corrective actions when required
• Provide timely and accurate information & updates on all shipments to the relevant team
• Follow shipments closely from initial creation to final delivery and subsequent requirements from accounts department
• Work with accounts department to address any invoicing issues and queries, as well as some basic accounting duties such as renaming invoices, merging documents and posting payments.
• Collect all relevant information and documentation regarding shipments for Accounts department, including:
• Customs entry declaration e.g. SAD Form (C88) / E2 Entry Acceptance Advice / CDS Import Document (new form of the previous two)
• If any issues with customs entry declaration e.g. incorrectly calculated VAT / duty – contact needs to be made with correct carrier to obtain C18 demand note and new invoice from carrier or a credit note for incorrectly charged duty direct from carrier
• All documentation relating to PVA
• Check PVA statements are correct by using calculation method created by Accounts department
• Maintain impeccable document organisation & ensure all process documents are up to date
• Work closely with wholesale team to manage transfer of new collection between multiple international cities using Carnet documents – London to Paris, London to Toronto, Toronto to New York. This includes:
  - Applying for ATA Carnet
  - Preparing all documents for wholesale team to carry with the collection or contacting the courier service e.g. CSM Logistics to send goods via courier on a carnet.
  - This process will need to be repeated to ensure the return of the collection back to LCS office.
• Adaptable Problem Solving - Tackling additional logistic issues as they arise & providing support to various roles in departments as needed
• Ensure correspondence is actioned promptly or forwarded on to someone who can action

Skills

• High attention to detail and exceptional organizational skills
• Excellent verbal and written communication skills
• Good IT skills
• Ability to work independently and as part of a team
• Problem solving and alternative solution thinking
• Ability to work under pressure in a fast-paced, time-sensitive environment, working to tight deadlines and being able to multitask across changing priorities

Beneficial Experience:

• Logistics / freight experience between the UK and Europe essential
• Knowledge of basic accounting beneficial

To apply please email your CV and covering letter to careers@favourbrook.com