Customer Service Team Leader, Hoka (12 Months FTC)

DECKERS; London; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Customer Service Team Leader, HOKA (12 months FTC)

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

The Role:

As the Customer Service Team Leader for HOKA Wholesale, you will manage the day-to-day operations and resource within the Customer Service team in order to achieve Deckers' levels of service. You will work alongside the Head of Wholesale Customer Service and other functions to ensure all customers' orders and queries are dealt with efficiently, effectively and in line with our service standards and SLAs.

The ideal candidate will have leadership skills to actively focus on inclusion and wellbeing, ensuring workloads are manageable and everyone within their team is encouraged to bring their best self to work.

Your Impact:

• Customer Focus: Manage own account base - lead by example, promote and develop a customer focused environment across the team. Along with the Head of Wholesale Customer Service, set the standards and expectations in order to deliver outstanding service to our customers.
• Order Book Conversion: Commercial awareness of monthly forecast figures and work collaboratively across credit control, warehouse, distribution and the sales teams to maximise order book conversion in line with Deckers and customer expectations.
• People Management: Support the Head of Customer Service with the day-to-day operational management of the Customer Service Team to ensure the Customer Experience is a competitive advantage for Deckers. Ensure ongoing high morale, engagement and commitment within the team.
• Performance Management: Responsible for monitoring team and individual performance which is in line with Service Level Agreements & Key Performance Indicators, taking corrective action where necessary through one-to-ones and coaching.
• Brand Partner: be a brand ambassador - partner, advocate and be a brand expert. Have awareness of seasonal processes and go to market readiness.

Who You Are:

• You enjoy working directly with customers and motivating a team of people to achieve their goals
• You're comfortable working in a fast-paced environment and meeting multiple deadlines
• You are diplomatic and can manage conflicts
• You have strong influencing and negotiation skills

We would Love to Hear from People with:

• Prior experience as a manager in a Customer Services and/or Customer Experience team
• Experience managing multilingual teams covering multiple countries
• Proficient in Microsoft Applications, with intermediate skills in Excel

What We Will Give You:

• 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
• Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That's why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
• Hybrid & Flexible Working Environment

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.