Copy of UK Customer Support Operations Manager

Founded in Japan in 1887, Kao is passionate about making a difference in people's lives with our high-quality products and services to create a Kirei Life for all - a beautiful life that respects the needs of our consumers and customers as well as the planet. We never compromise on quality and craft our products with care for the consumer and the environment. As a company driven by purpose and strong corporate values, we pride ourselves to be listed among the World´s Most Ethical Companies since 16 consecutive years. Our corporate philosophy, the Kao Way, guides us in everything we do - acting with integrity, courageously driving innovation, and treating each other with trust and respect.

Purpose of the position

The Customer Support Manager is responsible for leading and overseeing the daily operations of the customer support department for the UK and Ireland Salon Professional Division. This role ensures efficient and high quality customer service across all channels whilst driving continuous process improvements and operational excellence.

Position Profile

1. Manage and coach a team of customer support and telesales representatives, providing guidance, training and feedback to enhance their skills and performance.
2. Oversee the maintenance and updating of customer support knowledge bases, scripts, and training materials.
3. Plan and manage staffing levels, schedules, and resource allocation to ensure adequate coverage across all customer support channels (30%).
4. Analyze operational data, trends and customer feedback to identify areas for improvement and optimize processes.
5. Develop and implement standard operating procedures, policies, and best practices to streamline customer support process and ensure consistency.
6. Prepare and present operational reports, insights, and recommendations to senior management.
7. Monitor key performance indicators such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (20%).
8. Manage the implementation and effective utilization of customer support tools, technologies, and systems (e.g. CRM, Webshop, Helpdesk Software) (20%).
9. Collaborate with cross-functional teams (IT, Commercial, Regional, Sales, Education, Accounts Payable and Receivable) to address root causes of customer issues and enhance the overall customer experience.
10. Handle escalated customer complaints and complex issues, providing guidance and resolution to ensure customer satisfaction (10%).
11. Work in collaboration with the sales support team to ensure retros, customer support and rebates are processed, tracked and paid on time.
12. Produce call lists at the start of each month and verify results at the end of each month. Re-allocate sales work when ASM/TSE's are absent (20%).

Education

1. Business or Sales related Degree.

Professional Knowledge

1. Experience in managing a team of 10 people.

Other Role Specifications

1. Experience with SAP.
2. Proficient in MS.
3. Experience in Salesforce or equivalent CRM systems.

Next steps
We will be reviewing applications on an ongoing basis and conduct first round interviews virtually. We look forward to hearing from you.

What we offer
A friendly and flexible work environment with competitive salaries, benefits package, ongoing development and the opportunity to enhance your skills and deliver tangible results. At Kao your voice will be heard. Your opinion really counts. We believe that change comes from taking opportunities into your own hands, so we value and reward entrepreneurial thinking and innovation.

Hiring Process
Kao embraces the diversity and the individual personalities of its people because we believe it is diversity that makes us strong. This is why we welcome applications from all areas of the global community.