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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.

 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

  • Fluency in English, both written and verbal. Another EU language is a plus.

Hunkemöller strives to be a much loved, social & inclusive brand. A place where people love to work, are proud of the brand, and where we create true brand ambassadors. Working in a passionate, energetic, design-led and performance-driven environment where our key customer persona 'Shero' sits at the heart of everything we do. Hunkemöller is a certified TOP EMPLOYER of the Netherlands 2021, which underlines our people, initiatives and achievements.

Together Tomorrow – Join a Retailer that's on the move to be better for our planet, better for people, better together! From diversity & inclusion, reducing waste, to product care and how we work with our suppliers, our Together Tomorrow initiative reflects what we do and helps drive change across our business. Ready to help us achieving our ambitious goals? Where ever you'll start working with us, if in Stores or our HQs, you can contribute!

Apply now with your CV or LinkedIn profile.

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