CUSTOMER SERVICE MANAGER

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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.
We receive over 250k contacts a year with almost 40% coming via live channels. Best in class customer support and exceptional style & fit advice is our key focus – all backed up with continuous technology improvements.
We support 5 languages – English, Spanish, French, German & Dutch across phone, chat, social & email channels. Working closely with our 2 contact centers in Nicaragua & Spain you will ensure customers are served in an effective and timely way, whilst managing our cost to serve. AI and automations are key to ensuring efficiency and you will work closely with our partners to build and maintain these customer journeys to ensure the best results for our customers.
You will be part of a growing, dynamic team and should display the ability to focus on personal as well as team development, using coaching and training skills as well as providing regular feedback and performance reviews.
You will manage the teams that cover Customer Support and Customer Service Operations teams.
Working closely with our Customer Experience and Digital Development teams, you will use your specialist knowledge to identify risks & opportunities and build strategies to improve the overall customer experience through technology.
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.
• Be the ‘subject matter expert’ for customer services internally and share the right insight and reporting with all key stakeholders (including operations, digital trading teams, brand, social and product teams).
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.
WHAT WILL HAPPEN NEXT:
• We will thoroughly review your CV and your portfolio.
• We have a large expat community at G-STAR, so please apply with an English CV!
• When we hopefully find what we are looking for, we will contact you for a chat and if it’s a good fit, we’ll plan our first interview.
• Because we’re very curious how you’d survive a mission impossible, we ask you to prepare a real-life business case in a follow-up interview.
• Having an agile mindset is very important at G-STAR, therefore we ask you to participate in an (online) Learning Agility Assessment.
• When we’re ready to commit to each other, we’ll finalize the terms we’ve discussed and we’ll explain to you how to order your first pair of jeans from the G-STAR employee store.