ABOUT US:

We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.
One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.

• Oversee day-to-day Customer Service operations across Social Media, Omnichannel, and Marketplace, ensuring processes run smoothly and efficiently.
• Supervise Contact Center resolution of service issues (e.g., missing items, delivery delays, returns), and identify opportunities for process improvements.
• Handle escalated and sensitive customer issues, particularly on public-facing social media platforms.
• Act as the main Customer Service point of contact for Omnichannel and Marketplace services.
• Develop, implement, and refine the Social Media Customer Service strategy to enhance customer engagement and brand reputation.
• Define, monitor, and analyze KPIs across all three areas, delivering insights to drive performance improvements and stakeholder reporting.
• Generate regular reports and analysis on performance, identifying trends and areas for improvement.
• Collaborate with Omnichannel, Marketplace, and Marketing teams to ensure alignment between operational delivery and strategic goals.
• Actively participate in cross-departmental projects that impact Customer Service operations (e.g., onboarding a new marketplace or launching an omnichannel service), ensuring flows and processes are adjusted to maintain service quality.
• Provide proactive support for the rollout of new services or market entries in the Omnichannel and Marketplace space.
• Support second-line teams and offer expert guidance for complex or escalated cases involving stores or marketplaces.
• Contribute to company-wide Customer Service initiatives and support broader team objectives beyond digital touchpoints.
• Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization.

Measures of Success

• Social Media Customer Care Performance: Success is measured through key KPIs such as response time, resolution rate, and customer sentiment across social platforms. Maintaining brand tone of voice, handling high volumes efficiently, and positively influencing public perception are critical outcomes.
• Marketplace and Platform Compliance & Responsiveness: Ensuring all B2B interactions on third-party marketplaces are handled within platform-specific SLAs. Success includes meeting marketplace operational standards, minimizing escalations, and supporting retention through proactive communication and issue resolution.
• Insight Generation & Strategic Input: Providing actionable insights based on recurring themes or customer feedback across social and marketplace channels. Success is demonstrated by feeding these insights into internal teams and contributing to improvements that enhance the customer journey and brand experience.