Job Description
“I feel really lucky to be surrounded by such a great team. I’m not only grateful that they’ve helped me achieve my goals, but also that I can give them a place where they can achieve theirs.”
- MICHAEL KORS -
We have an exciting opportunity for a Customer Service Manager (mat cover 12 months)
Department overview:
Digital commerce is critical to the future success of Michael Kors. The brand is committed to delivering a best in class Customer Experience that underpins global revenues of €0.5bn from digital channels over the next few years.
Central to that growth is the Digital & Consumer Operation team located in London (UK). Established in 2016 the department has undergone rapid expansion as it strives to drive a programme of Customer Experience improvements and Digital Communication enhancements alongside aggressive revenue aspirations.
What You’ll Do:
As a manager within the Digital & Consumer department, you will use your proven experience to lead 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 to support and inspire a high performing Customer Service team.
- Guide & support our consumer digital transformation and transition to digital first communication
- 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
- 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:
- Experience managing a large 3rd party or inhouse customer service team
- Naturally accommodating, service oriented and passionate about hosting and making people happy.
- Intuitive and enjoys problem solving
- Effective communicator
- Possess the passion to drive for change and uphold the highest standards
- Experience in process mapping and documentation.
- Motivated to drive sales and exceed targets
- 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)
We’d Love to See:
- Collaboration
- Communication
- Drive results
- Entrepreneurial
- Functional skills
MK Perks:
Our purpose is to make all employees and customers #FeelGreat with Michael Kors. When you join our business, we want you to feel like a valued member of the team from Day 1. To make your journey enriching with us, we offer –
- Cross-brand Discount
- Exclusive Employee Sales
- Paid Parental Leave
- Generous Holiday Schedule and Vacation Days
- Summer Fridays
- Internal mobility across Capri Brands (Michael Kors, Jimmy Choo, Versace)
- Hybrid working (3 days a week in the office)
- Flexible working hours
- Thrive Wellness Program
- LifeWorks Employee Assistance Program
- #FeelGreat program that include the following pillars: Connected Communities/Inspired Innovation/ Responsible Future/Meaningful Experiences
- Pension Contribution
- Season Loan Tickets
- Enhanced Maternity and Paternity Pay
- Private Health and Dental
- Gym Discounts
At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V