What You’ll Do:

As an Assistant Manager, Customer Operations you will use your proven experience to support and motivate customer obsessed teams within both our internal EMEA organization and within our key external partner organizations. Your knowledge of luxury customer experience will be counted on to help set direction and solve complex and critical challenges internally and externally.

You have a passion for the customer and all elements of the customer experience. You’re able to succinctly articulate customer needs within the business, representing the voice of the customer across the organization.

• Manage the EMEA Customer Service team infrastructure & projects to enable & inspire a high performing Customer Service team.
• Guide & support our consumer digital transformation and transition to digital first communication, focusing on project delivery and continuous improvement
• Create a coaching culture where the team can develop and reach their full potential.
• Work closely with business stakeholders to recommend improvements and enhancements to our service proposition so we can deliver World Class Service.
• Support the contact center to provide best in class customer service
• Help maintain and develop our Customer Service platforms and become an expert user.
• Work with our Retail team to ensure the customer experience is consistent and provide support for click and collect and in store fulfilment
• Provide reports to the business including contact center performance, sales performance and consumer feedback
• Ensure efficiency of the team through staff training, preparation of guidance manuals and implementation of performance metrics.
• Develop internal quality tools that will help coach, develop and train staff to ensure a single tone of voice
• Work closely with the Logistics and store teams to ensure delivery targets are met and any customer impact is communicated accordingly.
• Create & update training materials and enable knowledge transfer to the team and tool adoption
• Coordinate with Head Office teams on product launch timing, pricing, policies and promotions.
• Work closely with the distribution center and customer facing teams, communicating potential impacts to our customers internally to troubleshoot and resolve issues in real time

You’ll Need to Have:

• Naturally accommodating, service oriented and passionate about hosting and making people happy.
• Intuitive and enjoys problem solving
• Experienced in delivering technical projects, such as Chatbots, CRM integrations and customer understanding tools such as Qualtrics and Contentsquare
• Possess the passion to drive for change and uphold the highest standards
• Experience in process mapping and documentation.
• To have been exposed to or worked with Omni Channel Customer Service Experience,
• Experience of Contact Centre technology & KPIs
• Knowledge of eCommerce / distribution business and systems
• Strong communication skills - verbal and written
• Aptitude in Microsoft Office (specifically Word, Excel, PowerPoint, InDesign)
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