Service Excellence Senior Manager

Service Excellence Senior Manager, EMEA
At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.
The Role:
The Senior Manager, Service Excellence, will play a critical role in advancing service quality and customer satisfaction across our Wholesale and Distributor operations in Europe. The role requires a strategic thinker with a strong background in customer service who can work cross-functionally to embed a culture of service excellence throughout the organisation.
The Senior Manager will own the annual customer satisfaction survey, drive actionable insights, and lead EMEA wide initiatives to continuously improve service delivery. The individual will have strong influencing skills, and the ability to work independently while building effective networks across departments both within and outside of Supply Chain.
Additionally, this role will focus on mapping the end-to-end customer journey, identifying pain points, driving accountability for improvement actions, developing an effective communication strategy for customers, partnering with the brand and CS leadership teams, and gaining insights from the latest research and competitor analysis.
Your Impact:

• Service Strategy Development: Collaborate with the Director of CS to define and implement service strategies aligned with business goals across Europe.
• Customer Satisfaction Ownership: Lead the planning, execution, and analysis of the annual customer satisfaction survey, translating results into actionable strategies and driving accountability for improvements.
• Brand Partnership & Strategy Alignment: Partner with Brand and CS leadership teams to align service delivery with the overall brand strategy, identifying and closing gaps in the service proposition.
• Customer Communication Strategy: Develop and implement a proactive customer communication strategy, ensuring consistency and alignment with brand values.
• Insights & Competitor Analysis: Stay updated on the latest research and conduct competitor analysis to inform service strategy and drive innovation.

Who You Are:

• You are a collaborator who builds relationships across the organization to achieve shared goals.
• You display humility by addressing hard topics, admitting when “you don’t know” and calling out missteps.
• You ask questions to encourage creative thinking and innovation.
• You hold yourself and others accountable for achieving results while role-modelling the company values.

We would Love to Hear from People with:

• B2B Customer Service Management: Experience of managing and enhancing customer service in a B2B environment.
• European Market Experience: Experience of leading service excellence initiatives across multiple European countries, understanding regional differences.
• Cross-Functional Leadership: Successful history of collaborating with various departments to drive service improvements and align with brand strategy.
• Customer Satisfaction Programs: Experience leading customer satisfaction surveys, analysing results, and implementing actionable improvements.
• Competitor and Market Analysis: Familiarity with conducting competitor analysis and using market insights to inform service strategies.

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 pay check. 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 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.

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