About the Job
We’re looking for a Global Customer Service Manager to lead a small, responsive team delivering an excellent customer experience across every touchpoint. This is a senior, hands-on role for someone who cares deeply about customers, sets high standards, and enjoys building service that does the right thing.
You’ll define and deliver a global customer service strategy to support our omni-channel ambitions, ensuring a consistent and joined-up experience across online, mobile, retail and live channels. You’ll lead customer service operations across digital, voice, retail escalation and social support, acting as the senior escalation point for complex or sensitive issues.
You’ll work closely with Compliance, Risk and Legal teams to ensure we have the necessary processes in place, oversee complaints, and ensure fair, transparent customer outcomes. You’ll also drive the evolution of customer service technology, working with the appropriate teams to embed support into customer platforms and improve efficiency.
Listening to customers truly matters here. You’ll own Voice of the Customer insight, using satisfaction, retention and sentiment data to improve journeys and influence product, UX and policy decisions. You’ll be accountable for global service KPIs across a range of service metrics.
As a leader, you’ll build and develop a high-performing global team, putting clear operating models, accountability and succession plans in place, while growing leadership capability across regions. You’ll ensure strong governance, risk management and ethical customer handling, always reflecting Games Workshop culture and values.
We’re looking for someone who leads with humility, honesty and courage, is collaborative, organised and demanding of high standards, and communicates clearly and thoughtfully. You will bring senior global customer service leadership experience, strong omni-channel expertise, a data-driven mindset and experience working in regulated environments. Resilience, logical thinking and the ability to thrive in a fast-paced setting are essential, with retail experience and international market experience a welcome bonus.
If this sounds like you, we would love to hear from you.
Working at Games Workshop
At Games Workshop we are looking for people who will do their best to understand the needs of the company and to put those needs first when they are at work. Because of this we believe that what you are like, hence the attitude you show to work and the way you choose to behave is even more important than your skills and experience.
The Warhammer World site is based just outside of Nottingham city centre and benefits from a nearby tram stop and free onsite car parking.
In return for your hard work, you will receive 33 days holiday per year (including public holidays), matching contributory pension scheme up to 7.5%, profit share bonus (subject to GW meeting profit targets) and option to join our Share Save scheme. Oh and let’s not forget, a staff discount of between 25% and 50% on our products!
Other Essential Information
Closing Date: Applications must be received by, midnight UK time on Sunday, 15th February 2026.
Location: Full-time office based from our UK Head office in Lenton, Nottingham.
How to Apply
To apply, please send us a letter or a video telling us why you want this job. This is a great opportunity for you to let us know that you understand what we are looking for.
Please include an up-to-date CV to support your application. When you’re ready, please click apply, below.
