Head of Customer Happiness Center

3 settimane fa

Milano, Italia The Level Group A tempo pieno

We are seeking experienced and detail-oriented professionals with a multi-tasking and problem-solving approach to lead our Customer Happiness Center team in delivering timely, accurate and professional services to our customers.

**What you’ll do**:

- Lead, motivate and develop team members and ensure resources are in place and operating effectively to meet business goals
- Manage the relationship with key partners at global level
- Coordinate and monitor the activity of internal “advocate” and partners’ teams
- Monitor and upgrade a contact monitoring system capable of analyzing performance related to the levels of services offered
- Oversee the weekly reporting process, established with brand partners, using data received from end customers, operator productivity and SLAs
- Collaborate with all business functions to ensure the resolution of all potential issues raised by end customers to achieve their maximum satisfaction
- Ensure the correct flow of information regarding the main issues managed by Customer Service (commercial information, complaints, requests for assistance) for activating cross functional processes improvement
- Improve team performance and monitor achievement of KPIs
- Ensure team training and improve the quality of customer management
- Ensure proper interaction both within the team and with other business functions
- Identify and propose new procedures to improve process effectiveness and efficiency
- Manage the relationship with external service providers
- Oversee back-office activities with a focus on:

- The fraud control process;
- Management of the logistic flows of goods and orders (receptions, shipment for shooting, shipments to meet the demands of the physical shops, orders in drop shipment, orders in MC etc.)
- Management of B2B direct sales channels (order entry, customer communication, problem management with couriers, personal data creation, etc.)
- Management of second level Customer Service activities (refunds, chargebacks, claims, store credit generation etc.)
- Management of contacts with couriers (customs clearance for orders and returns, opening documents, payment of customs duties etc.)
- Inbound DDT management

**What we’re looking for**:

- Solid experience (2-4 years) in the same or similar role, preferably within the fashion or luxury industries/brands
- Build and Manage the relationship with key partners at global level
- Excellent communication skills both oral and written in Italian and English, knowledge of Spanish and German is a plus
- Passion for customer assistance and customer caring activities
- Team-player mentality
- Excellent use of Microsoft Office Excel as well as Google Suite
- Knowledge of Zendesk and/or Kibo is a plus
- Great time management and follow up skills
- Ability to learn and thrive in a challenging, fast-paced and dynamic working environment
- Motivated, enthusiastic, and focused on achieving great results

**What we offer**:

- Competitive compensation package (compared to your professional background)
- Benefits: monthly lunch tickets, company laptop, discounts to our owned brands and brand partners, and additional perks in the form of local discounts and offers
- Learning Development Programs: continuous learning experience with TLG University and The Breakfast Club projects
- Be part of the young (31 on avg.) and international (30 nationalities) #TLGpeople group and work in a dynamic and fast-moving environment

We hire for potential, and we reward based on impact. In TLG opportunities for growth are limitless. Come be part of our story and join our fast-growing, all-star team in Milan

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