Job Description
TechStyleOS is currently looking for a Global Member Services Coordinator, EU Operations. TechStyleOS is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, Yitty, ShoeDazzle, and FabKids. You will support all 4 of our brands: Fabletics, focused on athleisure and created together with the actress Kate Hudson; Savage X Fenty, our highly loved lingerie brands established together with Rihanna; JustFab, our online subscription fashion retailer that carries selections of shoes, handbags, jewelry, and denim; and Yitty, our shapewear brand reinvented by the singer Lizzo.
With offices in Berlin, London, Barcelona and headquarters in Los Angeles, we´re currently looking for a full-time GMS Coordinator EU Operations based in our Barcelona office. This position will report to the Director Site Operations for EU.
ResponsibilitiesStrategic: Partner with Director GMS EU Member Experience & Site Operations & GMS EU Manager on day-to-day operations, projects and Ops performance enhancement short and long-term.Protect the reputation of the company and its brands and ensure all Ops actions are in alignment with our company policy.Partner with EU Ops stakeholders to establish and formalize quality expectations for member interactions.Drive and support cutting edge customer experience initiatives, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, loyalty, and innovation.Collaboration with the GMS EU Analytics team to enhance current Ops reporting to better fit EU Ops teams and GMS EU teams in terms of performance tracking.Support the GMS EU Member Experience teams to enhance Ops and develop data-based strategic projects that will enhance Ops Member Satisfaction and understanding.Close collaboration with the GMS EU Brand Coordination team to adapt and enhance Ops service to match EU Brands expectations and objectives.Oversee Day-to-Day Digital Service Operations.Tactical: Oversees the day-to-day operations in collaboration with GMS EU Manager, EU Operations.Manage SMM/Reputation management from an OPS/team as well as tool maintenance point of view.Close collaboration with local Site OPSs (TL level) to push performance up and tackle any disruption.Coordinate with WFM about HC ad-hoc adjustment on daily and weekly basis.Serves as an escalation point for critical customer service issues and responsible for efficient resolution as it pertains to the customer experience.Report on key areas of performance metrics and evaluate current reporting measurements and make continuous improvements as needed.Develop and maintain weekly, monthly, quarterly, and yearly Ops reports for executive stakeholders.Conduct regular meetings with our EU Ops teams (huddle, tactical meetings, global Ops, TL, agent focus groups etc.).Taking care of testing and implementation of newly developed processes and tools in coordination with GMS EU Leadership team.Streamline and facilitate collaboration between Ops teams and rest of GMS EU departments through process & meeting optimization.Required SkillsBachelor's Degree or equivalent preferred.Preferred experience working in a call center environment with an operational member service organization.Shows the ability to influence key stakeholders across the company at all levels. Forges strong, diverse relationships in a matrix environment. Engages teams through his/her enthusiasm and excitement about the business. Celebrates with individuals and teams for achieving significant milestones and goals. A strong supporter of working with peers and other company advocates ensuring that buy-in and change occurs.Strong time management, prioritization, organisational, presentation and delivering skills.Has profound linguistic skills and eloquence as well as the ability to use understandable terminology to explain complex issues to our Fashion/Fabletics consultants.Project management or related skills.Fluent in English and Spanish; basic understanding of a third language preferred.Act proactively in taking appropriate steps to continue projects and address new tasks with mínimal direction from others. Creative and strategic thinker.Shows adaptability and is able to solve problems creatively.Patient, respectful and can work with diverse personalities and nationalities. Succeed within a fast-paced environment.What's in it for you?Compensation: We offer a competitive salary, discretionary annual bonus scheme, and company equity program.
Holidays: Relaxation is important! That's why we have unlimited vacation days, plus 4 Fridays off during the Summer.
Flexible working: We embrace a hybrid working culture! Our teams thrive on collaborative working from our cool office in Barcelona during the week and offer the choice to work from home.
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