.We Are Denim Heads.We love denim. Live and breathe it. It's in our DNA. At G-STAR, we see no limit to what denim can do. We believe it can be a force of progress and innovation for both people and planet. How? By hiring the most creative, curious and caring minds. People who think beyond fashion. Bringing big ideas to big challenges. Driven by possibility. Those who work hard, make mistakes, but always continue to grow.Denim is in our DNA, our people are our stitching.Join the denim heads making raw denim!As the Customer Service Manager you are responsible for providing best-in-class customer experience for all G-Star customers.This is achieved through your own customer service skills but also through inspiring your team, the organization and our partners to challenge their way of working towards constant improvement.We receive over 250k contacts a year with almost 40% coming via live channels. Best in class customer support and exceptional style & fit advice is our key focus - all backed up with continuous technology improvements.We support 5 languages - English, Spanish, French, German & Dutch across phone, chat, social & email channels. Working closely with our 2 contact centers in Nicaragua & Spain you will ensure customers are served in an effective and timely way, whilst managing our cost to serve. AI and automations are key to ensuring efficiency and you will work closely with our partners to build and maintain these customer journeys to ensure the best results for our customers.You will be part of a growing, dynamic team and should display the ability to focus on personal as well as team development, using coaching and training skills as well as providing regular feedback and performance reviews.You will manage the teams that cover Customer Support and Customer Service Operations teams.Working closely with our Customer Experience and Digital Development teams, you will use your specialist knowledge to identify risks & opportunities and build strategies to improve the overall customer experience through technology.Your tasks & responsibilities:Continuous adjustment of our customer service philosophy, consistent with our brand messages and ensuring fast resolution of customer problems supported by clear SLAs & KPIs.Manage our in-house and external customer support teams.Forecast contact & volumes with view to improving channel focus (where & how customers want to reach us) and reducing contact rate.Manage WFM process with our external partners to ensure customers are served effectively whilst managing costs.Monitor social comments via Sprinklr & Trustpilot.Handle agent escalations via Salesforce.Work closely with Trade, Development, Payments and Logistics teams to identify, troubleshoot and resolve customer issues at pace.Feedback consumer pain points and opportunities to our CRO (Conversion Optimization) team as well as our digital teams
