Customer Experience - Senior Coordinator (Retail and eCommerce)

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

Job Title: Customer Experience - Senior Coordinator (Retail and eCommerce)

Reports to: Senior Manager Customer Experience, Europe                                

The role includes key partnerships with external vendors and various internal teams to ensure excellent service at all times. Key internal business partners include the eCommerce team and the Retail and Wholesale teams (including District Managers and Store Managers). The role also includes a close relationship with the the EU Call Centre in Lisbon, Portugal (3rd party) delivering a luxury service to all final customers. The call center also has a revenue generating target (3% of eCommerce revenues)

Essential job responsibilities:

• Liaise with retail locations on all customer issues ensuring a positive customer experience
• Manage the damages processes for Licensee products
• Provide support for omni channel customers for  and out of warranty customers

• Regular liaison for outsourced Contact Centre in Lisbon, Portugal
• Liaise with L& D and the Contact Centre to deliver ongoing sales and service training
• Report on a weekly basis any trends from the Contact Centre
• Communicate all activities for Retail and Ecommerce with the Contact Centre team
• Ongoing development of customer experience in Contact Centre
• Working knowledge of retail stores and unique assortments – product knowledge training of call centre associates
• Proactive sales and service guidance to stores
• Analysis of all service feedback on a monthly basis and identifying trends for Omni Channel
• Uphold the MICHAEL standards in all communication.

Requirements:

• Customer service experience with contact centres and ecommerce – at least 3 years.
• Naturally accommodating, service oriented and passionate about hosting and making people happy.
• Entrepreneurial spirit and takes initiative
• Motivated to drive sales and exceed targets
• Extensive Omni Channel Customer Service Experience
• Experience of Contact Centre technology & KPIs
• Knowledge of eCommerce business
• Degree level or equivalent.
• Willing to travel

We are an Equal Opportunity Employer M/D/F/V