Assistant Manager, Consumer Operations

Overview

Michael Kors is seeking a talented, globally-minded Assistant Manager, Consumer Operations based in London. The role reports to the Senior Manager, Digital & Consumer Operations EMEA and is focused on enabling a high-performing EMEA Customer Service team and supporting digital consumer operations.

Responsibilities

• Support and motivate customer-obsessed teams within the internal EMEA organization and with key external partner organizations.
• Help set direction for luxury customer experience and articulate customer needs across the organization as the voice of the customer.
• Manage the EMEA Customer Service team infrastructure and projects to enable high performance.
• Guide and support the consumer digital transformation with a focus on project delivery and continuous improvement.
• Create a coaching culture to develop team potential.
• Collaborate with business stakeholders to improve service propositions and deliver World Class Service.
• Support the contact center to provide best-in-class customer service.
• Maintain and develop Customer Service platforms and become an expert user.
• Coordinate with Retail to ensure a consistent customer experience and support click-and-collect and in-store fulfilment.
• Provide reports on contact center performance, sales performance, and consumer feedback.
• Improve efficiency through staff training, guidance manuals, and performance metrics.
• Develop internal quality tools to coach, develop, and train staff for a consistent tone of voice.
• Collaborate with Logistics and store teams to meet delivery targets and communicate any customer impact in real time.
• Create and update training materials and enable knowledge transfer and tool adoption.
• Coordinate with Head Office on product launches, pricing, policies, and promotions.
• Work with distribution center and customer-facing teams to troubleshoot and resolve issues in real time.

Qualifications

You'll Need to Have:

• Naturally accommodating, service-oriented, and passionate about hosting and making people happy.
• Intuitive with strong problem-solving skills.
• Experience delivering technical projects such as chatbots, CRM integrations, and customer understanding tools (e.g., Qualtrics, Contentsquare).
• Capacity to drive change and uphold high standards.
• Experience in process mapping and documentation.
• Exposure to or experience with Omni-Channel Customer Service.
• Experience with contact centre technology and KPIs.
• Knowledge of eCommerce / distribution business and systems.
• Strong verbal and written communication skills.
• Aptitude in Microsoft Office (Word, Excel, PowerPoint, InDesign).

We'd Love to See: Collaboration, Communication, Drive results, Entrepreneurial mindset, Functional skills.

Compensation

Compensation Range: 47,000.00 - 63,000.00 GBP

Notes

The following information has been removed as it is not part of the role description: company history, philanthropic initiatives, and generic corporate disclosures."