At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional experiences.
- Company: Join the iconic Michael Kors brand in a dynamic London office.
- Benefits: Competitive salary, inclusive culture, and opportunities for growth.
- Other info: Exciting career development in a fast-paced, innovative environment.
- Why this job: Be part of a digital transformation that shapes luxury customer experiences.
- Qualifications: Experience in customer service and project management, with strong communication skills.
The predicted salary is between 33075 - 40425 £ per year.
Location: London
Reporting to: Senior Manager, Digital & Consumer Operations EMEA
We have an exciting opportunity at Michael Kors for an Assistant Manager, Consumer Operations based in our London office:
Department overview: Digital commerce is critical to the future success of Michael Kors. The brand is committed to delivering a best in class Customer Experience that underpins global revenues of €0.5bn from digital channels over the next few years. Central to that growth is the Customer Service team located in London (UK). Established in 2016, the department has undergone rapid expansion as it strives to drive a programme of Customer Experience improvements and Digital Communication enhancements alongside adoption of next generation customer service tools.
What You’ll Do:
- Support and motivate customer obsessed teams within both our internal EMEA organization and within our key external partner organizations.
- Use your knowledge of luxury customer experience to help set direction and solve complex and critical challenges internally and externally.
- Articulate customer needs within the business, representing the voice of the customer across the organization.
- Manage the EMEA Customer Service team infrastructure & projects to enable & inspire a high performing Customer Service team.
- Guide & support our consumer digital transformation and transition to digital first communication, focusing on project delivery and continuous improvement.
- Create a coaching culture where the team can develop and reach their full potential.
- Work closely with business stakeholders to recommend improvements and enhancements to our service proposition.
- Support the contact center to provide best in class customer service.
- Help maintain and develop our Customer Service platforms and become an expert user.
- Work with our Retail team to ensure the customer experience is consistent and provide support for click and collect and in store fulfilment.
- Provide reports to the business including contact center performance, sales performance and consumer feedback.
- Ensure efficiency of the team through staff training, preparation of guidance manuals and implementation of performance metrics.
- Develop internal quality tools that will help coach, develop and train staff to ensure a single tone of voice.
- Work closely with the Logistics and store teams to ensure delivery targets are met and any customer impact is communicated accordingly.
- Create & update training materials and enable knowledge transfer to the team and tool adoption.
- Coordinate with Head Office teams on product launch timing, pricing, policies and promotions.
- Work closely with the distribution center and customer facing teams, communicating potential impacts to our customers internally to troubleshoot and resolve issues in real time.
You’ll Need to Have:
- Naturally accommodating, service oriented and passionate about hosting and making people happy.
- Intuitive and enjoys problem solving.
- Experienced in delivering technical projects, such as Chatbots, CRM integrations and customer understanding tools such as Qualtrics and Contentsquare.
- Possess the passion to drive for change and uphold the highest standards.
- Experience in process mapping and documentation.
- Exposure to or worked with Omni Channel Customer Service Experience.
- Experience of Contact Centre technology & KPIs.
- Knowledge of eCommerce / distribution business and systems.
- Strong communication skills - verbal and written.
- Aptitude in Microsoft Office (specifically Word, Excel, PowerPoint, InDesign).
We’d Love to See:
- Communication
- Drive results
- Functional skills
The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at CapriTalentAcquisition@CapriHoldings.com.
Assistant Manager, Consumer Operations employer: Michael Kors
Michael Kors is an exceptional employer, offering a dynamic and creative work environment in the heart of London. With a strong focus on employee growth and development, we provide opportunities for continuous improvement and collaboration across teams, ensuring that our Retail IT Analysts play a vital role in enhancing our retail technology landscape. Join us to be part of a globally-minded team that values innovation and fosters a culture of inclusivity and support.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Manager, Consumer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Kors. 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 Michael Kors 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 Assistant Manager, Consumer Operations
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 Michael Kors:Your cover letter is your chance to shine! Tell us why you want to work at Michael Kors 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 Michael Kors!
How to prepare for a job interview at Michael Kors
✨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.
