The Ecommerce (Ecom) Team is responsible for managing the European own and operated tommy.com and calvinklein.com sites across all European markets. The team operates all necessary functions to manage the Ecom business end-to-end. Both brands are growing in a fast pace and have very ambitious growth targets for the coming years. The team consists of approx. 80+ people and will grow significantly until the end of the year. Furthermore, team members are of various cultural backgrounds and nationalities, all highly motived and skilled as well as inspiring to work with.
As the own and operated Ecom business is one of the main growth opportunities for both brands, there is a high focus in the organization to support the Ecom growth. One of the key pillars is to drive a more data decision driven culture within the team. Thus, we want to scale up our analytical capabilities. In addition, there are lots of projects running covering the entire Ecom value chain which will improve e.g. operational processes, bring innovations and new features, and investigate new market and business model opportunities.
We are looking for an Ecommerce Customer Service Manager who is responsible for the development of customer relationships that promote retention and loyalty
Optimize Customer Touch Points (CTP) to support our brands Tone of Voice and improve customer services self-service capabilities for Tommy Hilfiger and Calvin Klein.
Create improvement roadmap for C4C to support CS roadmap.
Agree with 3rd party vendor(s) on long term IT support to secure resources for future updates/changes to PVH workflows.
Increase self-service options by supporting the Customer Service Q&A page development.
Managing backlog together with the 3rd party vendor Call Center Manager and optimize the existing forecasting process.
Implement net promoter score (NPS) on all customer touch-points.
Implement AboutYou Customer Service support at 3rd party vendor.
Managing of Evolve IP Cloud computing telephony platform.
The Ideal Candidate
With a minimum of 5 years experience of operational and management experience in a Customer Service environment, you are passionate about coaching colleagues, managing vendors as well as driving a development roadmap in order to provide the best customer service. You have previously managed based on NPS generated initiatives and are an accountable and responsible team manager who thrives on developing your team as well as defining strategies.
Your great communication skills enable you to build strong relationships with senior management, as well as other internal and external partnerships. You have great project management skills and are able to plan, prioritize and manage multiple tasks and deliver to tight deadlines. Your passion about customer experience and continuous improvement as well as idea generation and problem-solving skills will also set you up for success.
We are looking for people who can bring new perspectives and life experiences to our team. If you are looking for a place that values your curiosity, passion and desire to learn; if you are seeking colleagues who are big thinkers, eager to take on fresh challenges, then our team is perfect for you. Our Ecommerce team is very fast paced and works towards ambitious targets and deadlines so we would like you to thrive in this kind of environment to help us grow together.
What You Can Expect From Us
A beautiful state-of-the-art Campus, complete with our very own People's Place Gym and People's Place Cafe's
A companyculturethat fostersdevelopment, offering training and learning opportunities through our very own PVH University
An international environment which respects diversity, equality, and individuality
Asmart work programthatempowers our associates to work at their preferred location within a flexible schedule
A chance to unwind with weekly social activities