An exciting opportunity for a Head of Customer Operations has arisen within the Supply Chain and Operations team. You will be responsible for managing the Customer Service Coordinators, ensure we deliver the best customer service to our partners.

The Responsibilities:

B2B Customer Service

• Through the Customer Service team, deliver world class service to our Global Wholesale and Distributor partners.
• Work collaboratively with Sales & Merchandising to improve the service and experience we provide to our customers through strong order book management routines e.g. sell-in season analysis, post-market review process, etc.
• Act as escalation point for customer service issues and ensure due diligence processes are followed for product related feedback.
  Ensure monthly invoiced/sales targets are monitored and met through invoicing processes and liaison with Finance/Credit Control.
• Monitor and manage a suite of KPIs/reports to track customer fulfilment and service performance.
• Oversee and ensure accurate and timely order entry into NAV (ERP), ensuring amendments and cancellations are updated to the order book at all times.
• Encourage interaction with customers, providing feedback to help improve the customer journey.

B2C Customer Experience

• Support in creating a best-in-class customer experience across all channels (e.g. email, telephone, live chat), putting the customer at the heart of our decision making.
• Review KPI’s & SLA's for our US/CA & UK/EU teams, as well as our external partners TCC, to ensure alignment to industry best practices.
• Lead a highly effective and efficient operation across the full operating window to support our customers, whilst finding opportunities to reduce customer effort and operational waste.
• Review our external partner (TCC)’s capabilities and scope for support of strategic roadmap: EU expansion / language skills coverage, improved US time zone support, etc.
• Evaluate current policies & procedures for appeasements & vouchers, building out an appeasements matrix and determining regional Consumer Rights & Contract of Sale legislations.
• Inspire, coach and performance manage your teams to create a highly engaged workforce and high-performance culture.
• Work closely with colleagues and teams across the business to deliver transformational change programmes within the operation, leading on key workstreams as required.
• Create a "buddy" system allowing for cross-region support, increasing the regional out-of-hours consumer support.
• Report, manage, and continuously improve our core KPIs.
• Documenting, maintaining, and improving internal processes and procedures including review and refinement of all macros.
• Be a senior change agent in the business to identify, drive and adopt change.

People

• Across all channels delivers a clear vision for world class customer service that supports FitFlop as a leading global footwear brand
• Lead, manage, coach and inspire a team of multi-channel Customer Service Coordinators ensuring all are supported and developed in their roles
• Analyse, report and present back on team performance, acting as an ambassador for Customer Service within the business

The Person:

• Experience managing operational and customer management & service-focused processes across e-commerce and wholesale channels
• System knowledge across both ERP, WMS and customer EDI integration
• A strong and inspirational leader with an ability to closely manage a team sitting at the heart of a key sales and operational process
• High levels of energy, drive and organizational ability
• Advanced analytical and negotiation skills are required
  
  The Benefits: 
  
  👟 Product Allowance (2 free pairs shoes a year and 50% off 20 pairs)
  ⏰ Hybrid and flexible working hours
  ☀️ Summer Fridays (6 ½ days in July and August on Fridays)
  🌴 25 days holiday + Bank Holidays
  🗺️ Work from anywhere for 2 weeks
  🚼️ WorkPlace Nursery (salary sacrifice scheme to save money on your nursery fees)
  💆‍♀️ Wellbeing Program – Retail Trust, Sanctus Coaching and Calm App
  📚 Career development allowance ( Personal allowance to use on career development)
  🏥 Private health care and or dental care (provided by AXA and DenPlan
  🤩 Socials organised by Wellbeing and FeelGood group
  ➡️ Check out our careers page to learn more!