Reporting to the Customer Service Director you will be responsible for driving excellent results and productivity of the customer service team.
You will be managing a team of Customer Service Leads and working closely with global Customer Service Managers to ensure SLAs are met and to promote the highest level of service excellence.
Responsibilities:
Responsible for executing the global service strategy, ensuring SLAs and sales goals are achieved; Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service and achieve sales goals; Lead, coach and train Customer Service Leads and Representatives, where applicable; Assess daily/weekly service levels, quality of service and monitor sales; implement service improvement & selling through service strategies; Act as final point of escalation for team for customer or IT related issues; Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas; Work with our workforce and planning specialist to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks; Provide weekly customer feedback report; Manage customer related costs; Work closely with other CS Manager to ensure consistency of service and productivity; Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives; Support the Customer Service Leads to recruit, train and develop Customer Service Advisors to ensure knowledge and skill-set growth;
Key skills and experience:
Proven leadership and management experience of a customer service team; Solid e-commerce experience and knowledge; Deep understanding of fashion and activewear brands; Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence; Ability to work under pressure in a fast-paced environment; Ability to manage and organize a team from a performance as well as development perspective; Ability to make sound business decisions with a strong sense of urgency; Ability to work across all levels within an organization with a collaborative approach Passion for providing exceptional customer service to both internal and external customers Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed