Customer Service Manager Ecommerce (m/f) at Patagonia

Do you have experience in leading customer-faced teams, ideally in the retail industry? Your primary goal work is to make our world just a little bit better and going green is not only a saying, but a way to live by for you? Are you looking to join a company that prides itself in being sustainable and donating 1% of their sales to worthy causes?

Then you will love Patagonia!!

They are in business to save our home planet. Your role will contribute to this mission by setting up and leading our new store in the beautiful city of Amsterdam.

 

Customer Service Manager Ecommerce (m/f)
Amsterdam

 

Key accountabilities Strategy/Operations:

 

  • Develop leading-edge strategies to expand Patagonia’s reach, impact, and quality of customer engagement
  • In collaboration with the Customer Services Representative Ecommerce Deputy Team Leader, gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
  • Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measure of success
  • Establish metrics for defining Patagonia’s relationship with customers and define targets for the organization
  • Evaluate the existing customer service technology stack to better understand opportunities and risks
  • Introduce relevant and value-add customer engagement functionality an leverage appropriate emerging innovations as part of the overall customer experience
  • Efficiently manage KPIs, payroll, and budget for the department
  • Liaise with other departments to ensure smooth running of operations
  • Provide all relevant reports on sales and performance metrics

 

Key accountabilities Strategy/Operations:

 

  • Lead and develop the Customer Service team
  • Work with the broader eCom team to define the customer experience vision, set and communicate team goals and strategy. Fister a culture of accountability and continuous improvement
  • Work with the Customer Services Representative Ecommerce Deputy Team Leader to enable training excellence and continuous improvement processes
  • Create a nimble customer service organization that responds quickly to Patagonia’s customers’ needs

 

Pre-requisites:

  • Ideally 5+ years of experience leading customer-facing teams in a multi-channel international environment
  • Bachelor or Master’s degree or similar years’ work experience
  • Expertise in customer experience with a proven track record of developing customer-facing strategies driving customer satisfaction, tenure and revenue
  • Ability to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility
  • Track record of successfully managing, coaching and mentoring Customer Service teams and delivering excellent Customer Service
  • Good CRM and IT systems experience related to Customer Service
  • Project Management Experience
  • Strong communication skills verbal, written, and visual
  • Capability of streamlining and improving processes and troubleshooting
  • Fluent English, other languages are a plus
  • Budget management experience forecasting and productivity analysis
  • Flexible and adaptable
  • Self-starter attitude
  • A positive outlook, promoting constructive responses to the challenges of work within their team
  • Strong linkage with the Patagonia business and mission statement

 

 

If you fulfil the requirements send me your CV today, you could soon be making an exciting step in your career! Please send your CV in English via email in word format to Giulia Severn – g.severn@eurolondon.de

 

Thank you for applying to Euro London Appointments, the Europe’s largest independent language consultancy. Please be advised that documents will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond as promptly as possible to your application, however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our Clients requirements. To enquire about other vacancies please visit our website at www.eurolondon.de

 

 

Consultant

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Giulia Severn

Team: HR, Secretarial & Support - Germany

I specialise in: Human Resources and Secretarial & Support and professionals for law firms in Germany

Languages: German, English & Italian

About me: I have been with Euro London since June 2015 and am specialized in the recruitment of highly professional HR candidates and any kind of Office positions, starting from Junior positions to high level Senior Assistants. I have an extensive network of law professionals due to my past career in one of the most well-known international law firms in Munich, but I also enjoy the challenge of exploring new markets and working on very special positions. I hold a BA in International Management specialized in HR Management.

When I am not on the phone driving new business or in a café meeting candidates and clients, you will find me at international networking events or in one of the many wonderful Munich Biergardens with my friends.

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