Job Title: Assistant Manager, Consumer Operations

Location: London

Reporting to: Senior Manager, Digital & Consumer Operations EMEA

We have an exciting opportunity at Michael Kors for an Assistant Manager, Consumer Operations based in our London office:

Department Overview:

Digital commerce is critical to the future success of Michael Kors. The brand is committed to delivering a best-in-class Customer Experience that underpins global revenues of €0.5bn from digital channels over the next few years.

Central to that growth is the Customer Service team located in London (UK). Established in 2016, the department has undergone rapid expansion as it strives to drive a programme of Customer Experience improvements and Digital Communication enhancements alongside adoption of next-generation customer service tools.

What You’ll Do:

As an Assistant Manager, Customer Operations you will use your proven experience to support and motivate customer-obsessed teams within both our internal EMEA organization and within our key external partner organizations. Your knowledge of luxury customer experience will be counted on to help set direction and solve complex and critical challenges internally and externally.

• Manage the EMEA Customer Service team infrastructure & projects to enable & inspire a high-performing Customer Service team.
• Guide & support our consumer digital transformation and transition to digital-first communication, focusing on project delivery and continuous improvement.
• Create a coaching culture where the team can develop and reach their full potential.
• Work closely with business stakeholders to recommend improvements and enhancements to our service proposition so we can deliver World Class Service.
• Support the contact center to provide best-in-class customer service.
• Help maintain and develop our Customer Service platforms and become an expert user.
• Work with our Retail team to ensure the customer experience is consistent and provide support for click and collect and in-store fulfillment.
• Provide reports to the business including contact center performance, sales performance, and consumer feedback.
• Ensure efficiency of the team through staff training, preparation of guidance manuals, and implementation of performance metrics.
• Develop internal quality tools that will help coach, develop, and train staff to ensure a single tone of voice.
• Work closely with the Logistics and store teams to ensure delivery targets are met and any customer impact is communicated accordingly.
• Create & update training materials and enable knowledge transfer to the team and tool adoption.
• Coordinate with Head Office teams on product launch timing, pricing, policies, and promotions.
• Work closely with the distribution center and customer-facing teams, communicating potential impacts to our customers internally to troubleshoot and resolve issues in real-time.