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Global Customer Service Operations Manager

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Do what you love and love what you do at Hunkemöller! We are looking for a Global Customer Service Operations Manage to lead our Customer Service department and provide amazing customer experiences to our customers around the world. You will be responsible for:

 In this role you will be responsible for:

  • Leading the Customer Service team through the complexities and changes of a fast growing global retail business
  • Identifying operational process gaps and help improve processes
  • Being a strong stakeholder manager with the ability to plan and execute projects with minimal guidance
  • Collaborating with other teams to ensure cross functional alignment as we continue to grow and launch in new markets
  • Identifying and driving the team towards meeting KPI's and SLA's
  • Hiring, training, coaching, counselling and monitoring the performance of support agents
  • Making strategic decisions to prioritize projects and processes within your functional area
  • Overseeing staffing including hiring, scheduling and attendance
  • Developing and implementing projects to reduce the high-volume, low value interactions (FAQs) and build a strong cross sell/upsell program

The ideal candidate:

  • BA/BS degree or higher
  • Minimum 10 years experience of leading an international, multi-language & multi-site Customer Service team
  • Demonstrates ability to set & exceed KPI's
  • Strong communication skills
  • Flexibility and adaptability to frequent changes
  • Self-Starter, with a 'can-do' attitude
  • Strong Salesforce experience (Service Cloud, Commerce Cloud)
  • Great people coaching and mentor-ship skills - a leader that people naturally follow and trust
  • 'Customer-obsessed' mentality, always placing the customer at the center of business

Hunkemöller is a place for people who have a passion for creating great products and world class service for our customers and colleagues; a place for people to grow, to be future stars, and who want the opportunity to develop both themselves and their teams.

If you want to join our rapidly growing Hunkemöller headquarters team? Please click on 'apply now' to send your resume/CV (in English). Please note that, as we're an internationally successful company, the whole application process will be in English.

If you have any questions, please contact our HR department, Tel-Nr. (0031)35-646 5102.

For this role, we're not looking to work with external agencies.