Operations Manager - Customer Care

MATCHESFASHION; London; Hybrid; GBP 35,000 - 65,000; Full time

Job description

MATCHESFASHION started with a single shop in Wimbledon more than 30 years ago and has grown into one of the biggest global destinations in online luxury for men and women, carrying a modern edit of 650+ established and new-generation designers, delivering to over 176 countries. With offices in the UK and Hong Kong, our aspiration is to be the most personal luxury shopping site in the world. In London, our head office is based in The Shard, while our creative hub is in Here East, and 5 Carlos Place, a recently updated retail concept combining digital and physical elements, is based in Mayfair.

MATCHESFASHION is looking for an experienced Customer Care Operations Manager to support in leading the Customer Care team to deliver exceptional customer service. This position requires the individual to take ownership of their business area, monitor the Customer Care team activity and efficiency through tight KPIs management and processes, and aid in the development and drive new Customer Care initiatives.

WHAT YOU WILL BE DOING

• Take ownership and responsibility for the Operational Performance of the department by ensuring that key KPI’s are achieved.
• Support and Coach an International team of Agents, Senior Agents and Floor Leads with the added complexity that the Team operate across 6 alternating shift patterns.
• Use Operational Insights captured from Agents, Customers and our reporting to identify opportunities to improve the Operational Performance of the department and if necessary, influence upwards for proposition improvement at a Business level.
• Help shape Weekly Ops Board reporting by providing commentary and analysis relating to the previous weeks results.
• Shape development plans specific to each agent to keep them focused on delivering excellence in customer service and support their own personal growth.
• Regularly monitoring performance of the team through qualitative and quantitative dashboards.
• Develop relationships with key supporting teams internally including: Fraud team, IT, Social Media, Marketing and Retail so we can ensure efficiency and consistency across the business.
• Represent Customer Care Management when handling legally privileged cases relating to payment, information and risk as well as supporting escalations promptly and swiftly, ensuring that action is taken to prevent any further underlying issues. You’ll also support with any GDPR and Privacy cases.
• Work in Partnership with our People Team on People related issues and ensuring Company processes are followed to support our people to success.
• Ensure that the Customer Care Operation has strong Leadership cover Monday to Sunday 8am until midnight (11pm in Winter) between our Floor Leads, Senior Agents and your own shifts.
• Drive and Champion Employee Engagement and Satisfaction across the Team as well as shape initiatives in response to any DREAM BIG feedback.
• Work in Partnership with our Customer Care Continuous Improvement Manager to impact assess any incoming change associated to your Operation and sign off for business readiness.
• Be present and vocal at every opportunity to ensure that our Customers (and Team) are championed every step of the way.
• Work collaboratively with the MyStylist Leadership Team on any matters associated with MyStylist, most importantly Press and VIP clientele.
• Hold regular 121’s and Team meetings to ensure that the Team feel connected and supported.
• Manage team workflow and support with recruitment.
• Any other duties as reasonably requested.

ABOUT YOU:

• Strong communication and process focus and the ability to prioritise tasks accordingly.
• Experience working in international eCommerce. Multilingual sites are a plus; fashion is preferable.
• Experience of offering high quality Customer Care.
• Experience with Salesforce and NewVoiceMedia beneficial – any other CRM and Call Centre Software a must.
• Pragmatic and results-focused.
• Data driven, customer focused, proactive, creative and innovative.
• Able to work well independently and within a team; good communication skills with a “can do” attitude toward problem solving.
• All applicants must hold the right to work in the UK.

BENEFITS:

• 34 days’ holiday including bank holidays – and you’re free to choose when you take your bank holiday days.
• Option to buy 5 additional holiday days.
• Additional day off for your birthday.
• Hybrid working environment, with flexible working around core hours.
• Charity & learning days off.
• 50% employee discount on most brands and products on our website.
• Access to Health Cash Plan, including dental, glasses and contact lenses, physiotherapy and more.
• Centrally located HQ in The Shard, London.

About the company

Matchesfashion.com is a London-based global luxury retailer for men and women.