At a Glance
- Tasks: Lead the design and delivery of quality and training programs for a consumer-focused team.
- Company: Deckers Brands, a lifestyle-driven company with a commitment to sustainability and community.
- Benefits: Generous holidays, discounts, perks, and extensive growth opportunities.
- Other info: Join a diverse team that values creativity and empowers everyone to be their authentic selves.
- Why this job: Make a real impact on customer experience while developing your skills in a supportive environment.
- Qualifications: Experience in quality and training frameworks, leadership skills, and B2C knowledge preferred.
The predicted salary is between 54000 - 66000 £ per year.
At Deckers Brands we don't just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential. We want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive. We will offer you a generous employee benefits package, as well as health, wellness, and career development support.
COME AS YOU ARE
We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people-in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be.
The Role:
In this role you will lead the design, delivery, and continuous improvement of Quality and Training programs that build a highly skilled, consumer‑obsessed EMEA Customer Experience organisation. This role shapes the standards, behaviours, and culture across both in‑house and outsourced teams, ensuring consistently excellent experiences across all touchpoints. You will use data, insight, and strong cross‑functional influence to drive improvements, anticipate future needs, and elevate performance at scale.
Your Impact:
- Drive consistent quality, culture and training across internal teams and outsourced partners
- Implement training plans and work with Brand and Retail teams for product knowledge
- Manage relationships with external agencies and deliver training programs personalised to external stakeholders
- Measure, report and improve Consumer Experience quality
- Conduct audits and oversee outsourced programs
- Collaborate with leadership to maintain high standards
Who You Are:
- You are passionate about service, positive disruption and delivering quality
- A self-starter and highly organised
- You’re comfortable with managing multiple projects and solve problems proactively
- You understand what constitutes good service and can translate it into training plans
We would Love to Hear from People with:
- Proven experience developing and implementing quality and training frameworks
- Leadership and coaching experience, experience in a B2C environment is beneficial
- Competency in learning management systems (LMS), such as Rise Articulate360
What We Will Give You:
- 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
- Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
- Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
- Hybrid & Flexible Working Environment
Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.
Deckers Brands Associate Consumer Relations Quality and Training Manager (13-Month FTC) in London employer: Deckers Group
Deckers Group is an attractive employer due to its commitment to employee development and a supportive work culture. The company values teamwork and encourages staff to embody its brand values, providing opportunities for growth and advancement. Additionally, employees enjoy benefits such as discounts on products across Deckers brands.
StudySmarter Expert Advice🤫
We think this is how you could land Deckers Brands Associate Consumer Relations Quality and Training Manager (13-Month FTC) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deckers Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deckers Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Deckers Brands Associate Consumer Relations Quality and Training Manager (13-Month FTC) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deckers Group:Your cover letter is your chance to shine! Tell us why you want to work at Deckers Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deckers Group!
How to prepare for a job interview at Deckers Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
