At a Glance
- Tasks: Lead a passionate team to deliver exceptional customer experiences and drive digital transformation.
- Company: Join the iconic Michael Kors brand in a dynamic London setting.
- Benefits: Competitive salary, growth opportunities, and a vibrant work culture.
- Other info: Collaborative environment focused on innovation and continuous improvement.
- Why this job: Be the voice of the customer and shape luxury service standards.
- Qualifications: Service-oriented mindset with experience in customer operations and tech projects.
The predicted salary is between 47000 - 63000 £ per year.
Overview
Michael Kors is seeking a talented, globally-minded Assistant Manager, Consumer Operations based in London.
The role reports to the Senior Manager, Digital & Consumer Operations EMEA and is focused on enabling a high-performing EMEA Customer Service team and supporting digital consumer operations.
Responsibilities
- Support and motivate customer-obsessed teams within the internal EMEA organization and with key external partner organizations.
- Help set direction for luxury customer experience and articulate customer needs across the organization as the voice of the customer.
- Manage the EMEA Customer Service team infrastructure and projects to enable high performance.
- Guide and support the consumer digital transformation with a focus on project delivery and continuous improvement.
- Create a coaching culture to develop team potential.
- Collaborate with business stakeholders to improve service propositions and deliver World Class Service.
- Support the contact center to provide best-in-class customer service.
- Maintain and develop Customer Service platforms and become an expert user.
- Coordinate with Retail to ensure a consistent customer experience and support click-and-collect and in-store fulfilment.
- Provide reports on contact center performance, sales performance, and consumer feedback.
- Improve efficiency through staff training, guidance manuals, and performance metrics.
- Develop internal quality tools to coach, develop, and train staff for a consistent tone of voice.
- Collaborate with Logistics and store teams to meet delivery targets and communicate any customer impact in real time.
- Create and update training materials and enable knowledge transfer and tool adoption.
- Coordinate with Head Office on product launches, pricing, policies, and promotions.
- Work with distribution center and customer-facing teams to troubleshoot and resolve issues in real time.
Qualifications
You’ll Need to Have
- Naturally accommodating, service-oriented, and passionate about hosting and making people happy.
- Intuitive with strong problem-solving skills.
- Experience delivering technical projects such as chatbots, CRM integrations, and customer understanding tools (e. g., Qualtrics, Contentsquare).
- Capacity to drive change and uphold high standards.
- Experience in process mapping and documentation.
- Exposure to or experience with Omni-Channel Customer Service.
- Experience with contact centre technology and KPIs.
- Knowledge of e Commerce / distribution business and systems.
- Strong verbal and written communication skills.
- Aptitude in Microsoft Office (Word, Excel, Power Point, In Design).
We’d Love to See
Collaboration, Communication, Drive results, Entrepreneurial mindset, Functional skills.
Compensation
Compensation Range: 47,000.00 - 63,000.00 GBP
Notes
The following information has been removed as it is not part of the role description: company history, philanthropic initiatives, and generic corporate disclosures."
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StudySmarter Expert Advice🤫
We think this is how you could land Assistant Manager, Consumer Operations in London
✨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 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 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.
