Customer Service Manager
We Are Denim Heads. We love denim. Live and breathe it. It’s in our DNA. At G-STAR, we see no limit to what denim can do. We believe it can be force of progress and innovation for both people and planet. How? By hiring the most creative, curious and caring minds. People who think beyond fashion. Bringing big ideas to big challenges. Driven by possibility. Those who work hard, make mistakes, but always continue to grow. Denim is in our DNA, our people are our stitching. Join the denim heads making raw denim!
HERE'S WHAT WE'LL DO TOGETHER
As the Customer Service Manager you are responsible for providing best-in-class customer experience for all G-Star customers. This is achieved through your own customer service skills but also through inspiring your team, the organization and our partners to challenge their way of working towards constant improvement.
YOUR TASKS & RESPONSIBILITIES
* Continuous adjustment of our customer service philosophy, consistent with our brand messages and ensuring fast resolution of customer problems supported by clear SLAs & KPIs.
* Manage our in house and external customer support teams.
* Forecast contact & volumes with view to improving channel focus (where & how customers want to reach us) and reducing contact rate.
* Manage WFM process with our external partners to ensure customers are served effectively whilst managing costs.
* Monitor social comments via Sprinklr & Trustpilot.
* Handle agent escalations via Salesforce.
* Work closely with Trade, Development, Payments and Logistics teams to identify, troubleshoot and resolve customer issues at pace.
* Feedback consumer pain points and opportunities to our CRO (Conversion Optimization) team as well as our digital teams.
* Customer Service reporting on a weekly and monthly basis, and ad hoc.
* Ownership Contact Center budget.
* Own, update and maintain customer service content and messaging on key customer touchpoints such as FAQ pages and post purchase journeys.
* Build, automate and maintain customer journeys to ensure the best result for our customers.
* Drive customer LTV through increased personalization and improved CX.
* Build programs to increase NPS scores.
* Optimise our customer contact strategy inc. channel activation, automations, AI, new to market innovations to reduce contact rate, drive efficiency and improve CX.
HERE'S WHAT YOU BRING TO THE TABLE
* Bachelor’s/Master’s degree and 5+ years’ experience
* You’ll have proven experience in digital customer services, ideally from a fashion or similar retailer
* Experience of working in a Customer Service CRM, Salesforce ServiceCloud is preferred
* Experience of developing and maintaining Customer Service automations is preferred
* Natural ability to communicate well with stakeholders at different levels
* Excellent organizational skills
* Proven people management skills
* Professional, pro-active and positive ‘can-do’ attitude
* Apparel (denim)/fashion product knowledge is an advantage
* Excellent verbal and written communication skills in English, both oral and written
* Excellent in using MS Word, Excel and Outlook
HERE'S WHAT WE BRING TO THE TABLE
We recently moved into our state-of-the-art office in the vibrant city of Valencia. This could be your chance to play a pivotal role in shaping the future development of G-STAR in Spain! Beyond a competitive salary, working at G-STAR brings many other perks and exciting opportunities:
* A clothing budget to showcase your personal style while representing G-STAR
* A fully paid private medical insurance
* Flexibility to work from home up to 2 days per week, promoting a healthy work-life balance
* Free access to leading learning and development platforms like Udemy and Goodhabitz
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