Global Vendor Customer Care Manager

at  YOOX NETAPORTER GROUP

The YOOX NET-A-PORTER Sales and Customer Care team are much more than the first point of customer contact for any one of the brands within the YOOX NET-A-PORTER Group, they are our Brand Ambassadors, responsible for ensuring every interaction exceeds our customers’ expectation. With 11 Customer Care centers around the world, we are able to speak with our customers 24 hours a day, 7 days a week, across a multitude of languages.
What we do: Consistently deliver world class service and expert selling to gain customer loyalty, build brand recognition and meet Customer Care business goals. Work professionally alongside our global colleagues and stakeholders to support business improvements which positively impact our customers.
The Role:
Reporting to the Global Head of Customer Care Continuous Improvement, you will drive an exceptional customer experience is key in this role and as Global Third Party Customer Care Manager you will oversee multiple Third-Party locations to achieve success and be the best. Our customers can contact us through any channel they choose to, and you will develop and support your team to deliver an outstanding experience on every platform. You will need exemplary sales and service skills with an abundance of enthusiasm, resilience, and passion for our brand.

You Will:

• Own the relationships between the global vendors and YNAP global Management team
• Lead the multi-channel customer care teams to provide world-class service and support with a strategic vision to achieve departmental and business objectives
• Orchestrate effective Work Force Management between both parties, by working closely with our Workforce Planning Manager delivering accurate forecasting to the vendors in a timely manner and holding them accountable for staffing
• Play your part in controlling the 3P costs, in line with the department’s budget by running a robust incentive scheme and maximizing efficiency
• Establish new and existing relationships with vendors in new territories - running processes, detailed onboarding & due diligence procedures
• Robust monitoring of contracts and contractual obligations for existing Third Parties and ongoing / future tenders
• Regular review of the contract to assure governance and penalties upheld
• Collaborate with stakeholders across Finance, Legal, and Risk to ensure compliance to YNAP’s strategy and continuous improvement of Procurement processes
• Build out the Third-Party relationship management strategy and policies, providing training and mentoring of all stakeholders in the business to deliver change
• Strategic contribution, to the wider group by driving solutions and active participation in decision making
• Leading collaboratively your global colleagues across YOOX and NAPG to create synergies across global contact centers in aim to align the customer journey
• Spearhead the Third-Party operations by ensuring their accountable for KPI performance (productivity, response time, speed of answer, quality, etc) with effective performance management
• Accountable for Third-Party performance and cascading business performance with the Director and Heads of Customer Care to ensure they are aware of current performance
• Ensure the delivery of customer experience and escalation path is managed by the escalation teams via CSAT and VOC, Trustpilot
• Participate in quarterly business reviews across YOOX, OFS and NAPG in partnership with other key stakeholders and hold accountability for KPI performance and quality metrics, driving areas of improvement
• Constantly seeking to drive improvements to deliver a seamless customer journey
• Operating on a Global team scale, some travel may be required

You Have:

• Extensive Third-Party vendor experience at a strategic level and a proven record of accomplishment of growing accounts within a luxury customer service environment
• Sound financial and commercial business understanding
• Monitoring, coordinating and proactively driving the execution of the RFP process
• Experience in global strategic sourcing and in negotiating pricing, contracts, and commercial terms
• Experienced with leading global stakeholders both internally and externally
• A strong analytical approach, solution focused
• Experienced in leading change and problem solving
• An agile individual that will be able to learn fast and interact with people based across various locations
• Broad knowledge of Luxury, Fashion and OFS operations
• Excellent verbal and written communication skills
• Proven success with multiple systems including: Salesforce, Excel, and OMS (or similar)

Net-A-Perks:

Here are just a few of the amazing perks you will receive as an employee at the YOOX NET-A-PORTER GROUP:

• Our famous Staff discount
• Exclusive staff sales
• Season ticket loan or cycle to work scheme
• Matched contribution pension
• Multi-purpose insurance
• Eye-care vouchers

Reports to: Global Head of Customer Care Operations
Location: SE7
Hours: 37.5
To Apply
Please send us an updated CV and a cover letter explaining why you feel you are suited to this role.
YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.
YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores

Please refer the Job description for details