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Organization
Job Title
Senior Manager, Consumer Support
Location
Office, New Jersey
Country
United States
Region
NY Metro
Reference Number
R_709684
Position type
Permanent
Category
Apparel
Job Function
Customer Serv / Order Entry

Senior Manager, Consumer Support

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!

 

 

Senior Manager of Consumer Support

 

Department: Consumer Support/Operations

Reports To: VP of Consumer Support 

Location: East Rutherford, NJ

 

This leadership position will ensure operational excellence within the Consumer Support operations. The role will develop new, and leverage established, standards of operational excellence to improve service levels, increase customer satisfaction and build brand loyalty. This role provides a key linkage between the contact center team, contact center vendor and Michael Kors. The candidate will partner with several cross functional teams (Ecommerce, IT, Contact Center, Fulfillment, Finance, Digital Marketing) to find ways of continuously improving service delivery while driving operational excellence and generating sales.

           

  • Manage daily operational relationship with 3rd parties and maintain materially improving performance metrics for responsiveness, sales,  first contact resolution, resolution quality, and service level
  • Use analytics and business knowledge to drive continuous improvement within the contact center
  • Participate in the setting up of operations within the business unit, including but not limited to scheduling, hiring, curriculum design, training, oversight and improvement of key performance indicators, performance monitoring, associate development, sales, post-sale support, warranty services, and post contact customer satisfaction surveys
  • Work with contact center leadership to ensure associates are maintaining and improving performance with Michael Kors requirements
  • In conjunction with contact center vendor, develop and maintain a Reward and Recognition Program
  • Participate in weekly call/email/chat monitoring and calibration sessions
  • Work with contact center vendor to develop and maintain call, email and chat scripts that promote and reflect the Michael Kors brand
  • Partner with Brand Ambassador at the call center to ensure the brand is appropriately represented
  • Establish, review, and update processes and behaviors for associates to identify, respond to, and resolve consumer issues on the first contact in a manner that builds ongoing consumer loyalty and brand strength
  • Establish the contact center as an integrated support resource for stores to help with consumer issues while regularly working with Retail to maintain the same level of service in contact center as retail stores
  • Establish close connection with Michael Kors’ social media team and develop policies and a process to deal with escalated negative social media buzz
  • Establish and maintain escalation policies, reporting against issues (especially critical issues or issues with “best” customers) and resolve key consumer concerns
  • Act as an escalation point for customer service issues beyond the scope of contact center management
  • Work with the contact center vendor to find ways to provide associates with tools, training and technology to improve customer interactions across all channels (phone, chat, email)
  • Work closely with and collaborate with internal departments to ensure the customer experience is at the forefront of all product, system, process, and program development and implementations
  • Serve as the subject matter expert and key point of contact for all internal departments including retail, ecommerce, social, marketing, CRM, merchants, production, logistic, distribution centers, vendors, and global partners
  • Support the Michael Kors warranty program by managing an in-house team of coordinators
  • Review current processes and implement best practices for existing contact center processes
  • Support the Michael Kors warranty program by managing a team of Quality Assurance Inspectors in a warehouse setting

 

Requirements:

  • Requires a bachelor’s degree in Business Administration or related field or equivalent experience
  • At least 5+ years working in and managing contact center operations across multi-level customer channel organizations, preferable in an outsourced environment
  • Experience managing 3rd party vendor relationships
  • Proven record of successfully supporting a sales program
  • Experience with multiple interactive contact channels: voice, email, chat, social media interactions, SMS, Excellent verbal and written communication skills required Proven experience using data and analytics to drive continuous improvement in a contact center environment
  • Displays effective time management skills and ability to achieve deadlines, as well as the ability to adapt to the ever-changing priorities of the business
  • Ability to motivate and lead a team of on-site and remote staff
  • Outstanding organizational, planning and problem solving skills with the ability to prioritize multiple issues and produce solutions
  • Experience managing strategic projects
  • Demonstrated use of process improvement techniques
  • Familiarity with call center technology
  • Excellent computer skills required
  • Experience working with ecommerce business channel operations
  • Luxury retail experience desired, but not essential
  • Some travel required

 

 

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