Jimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey. This is a hands-on support role with a strong focus on administration, reporting, operational coordination, and supporting day-to-day business activities. You'll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you'll need excellent time management, strong administrative skills, and a keen eye for detail. Please note this is primarily a support role and does not involve direct day-to-day customer interaction.,
- Support the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpoints
- Provide operational and administrative support for the Omnichannel team, including logistics and shipping coordination
- Assist with performance tracking, ensuring accuracy and timely delivery of data
- Maintain and update internal trackers, reports, process documentation, and shared team resources to support day-to-day operations
- Support regular testing of website functionality and Customer Service content to maintain quality and consistency
- Gain efficient working knowledge of Jimmy Choo's omnichannel tools and systems, including the Aftersales Portal, SAP, Zendesk, Back Office, and CRM platforms, and champion best practices across the team
- Develop working knowledge of Jimmy Choo products from an aftersales perspective, including materials, product care, warranty, and policies, to support effective internal service and escalation handling
- Assist with shipment tracking, repair coordination, stock movements, and other operational activities to support the smooth running of the department
- Conduct competitor benchmarking and share insights with the wider Omnichannel team
- Support the creation and maintenance of training materials, process guides, and team documentation
- Take direction from and work in close collaboration with the Omnichannel Customer Service and Aftersales Supervisor, keeping them informed of progress, priorities, and any issues in a timely manner
- Flag observations and suggestions for process improvements to your line manager, contributing to the ongoing optimisation of customer service workflows
- Work within defined processes, escalation frameworks, and quality standards, ensuring all outputs are accurate, thorough, and reviewed before submission
- Coordinate and manage the dispatch of gifts to clients
- Provide general administrative and project support as needed
- A strong interest in e-commerce and aftersales operations, as well as luxury retail
- A natural communicator and team player with a passion for delivering an exceptional client experience
- Excellent attention to detail and an analytical, solution-focused mindset
- Comfortable working within defined structures and processes, and demonstrates sound judgement in knowing when to lift to line manager
- Receptive to feedback and coaching, with a genuine commitment to continuous improvement and professional development
- Positive, proactive, and self-motivated, with a willing-to-learn attitude and the ability to manage multiple tasks and work to tight deadlines
- Highly organised with strong administrative skills and a methodical approach to managing competing priorities
- Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); confident in preparing reports, presentations and documentation
- Comfortable liaising with internal teams and third-party partners via email, phone, and video conferencing
- Outstanding written and verbal communication skills in English
- Fluency in another European language is a plus.
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Omnichannel Customer Service & Aftersales Assistant in City of Westminster employer: Jimmy Choo
At Jimmy Choo, we pride ourselves on being an exceptional employer, offering a vibrant work culture that celebrates creativity, courage, and passion. Located in the bustling Manchester Trafford, our Sales Associates enjoy a range of benefits including 33 days of holiday, product allowances, and exclusive employee sales, all while contributing to a diverse and inclusive environment that fosters personal and professional growth. Join us to be part of a team that values your ideas and supports your journey in the luxury retail sector.
