Assistant Manager, Consumer Operations

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

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Job Title: Assistant Manager, Consumer Operations

Location: London

Reporting to: Senior Manager, Digital & Consumer Operations EMEA

We have an exciting opportunity at Michael Kors for an Assistant Manager, Consumer Operations based in our London office:

Department overview:

Digital commerce is critical to the future success of Michael Kors. The brand is committed to delivering a best in class Customer Experience that underpins global revenues of €0.5bn from digital channels over the next few years.

Central to that growth is the Customer Service team located in London (UK). Established in 2016 the department has undergone rapid expansion as it strives to drive a programme of Customer Experience improvements and Digital Communication enhancements alongside adoption of next generation customer service tools

What You’ll Do:

As an Assistant Manager, Customer Operations you will use your proven experience to support and motivate customer obsessed teams within both our internal EMEA organization and within our key external partner organizations. Your knowledge of luxury customer experience will be counted on to help set direction and solve complex and critical challenges internally and externally.

You have a passion for the customer and all elements of the customer experience. You’re able to succinctly articulate customer needs within the business, representing the voice of the customer across the organization.

• Manage the EMEA Customer Service team infrastructure & projects to enable & inspire a high performing Customer Service team.
• Guide & support our consumer digital transformation and transition to digital first communication, focusing on project delivery and continuous improvement
• Create a coaching culture where the team can develop and reach their full potential.
• Work closely with business stakeholders to recommend improvements and enhancements to our service proposition so we can deliver World Class Service.
• Support the contact center to provide best in class customer service
• Help maintain and develop our Customer Service platforms and become an expert user.
• Work with our Retail team to ensure the customer experience is consistent and provide support for click and collect and in store fulfilment
• Provide reports to the business including contact center performance, sales performance and consumer feedback
• Ensure efficiency of the team through staff training, preparation of guidance manuals and implementation of performance metrics.
• Develop internal quality tools that will help coach, develop and train staff to ensure a single tone of voice
• Work closely with the Logistics and store teams to ensure delivery targets are met and any customer impact is communicated accordingly.
• Create & update training materials and enable knowledge transfer to the team and tool adoption
• Coordinate with Head Office teams on product launch timing, pricing, policies and promotions.
• Work closely with the distribution center and customer facing teams, communicating potential impacts to our customers internally to troubleshoot and resolve issues in real time

You’ll Need to Have:

• Naturally accommodating, service oriented and passionate about hosting and making people happy.
• Intuitive and enjoys problem solving
• Experienced in delivering technical projects, such as Chatbots, CRM integrations and customer understanding tools such as Qualtrics and Contentsquare
• Possess the passion to drive for change and uphold the highest standards
• Experience in process mapping and documentation.
• To have been exposed to or worked with Omni Channel Customer Service Experience,
• Experience of Contact Centre technology & KPIs
• Knowledge of eCommerce / distribution business and systems
• Strong communication skills - verbal and written
• Aptitude in Microsoft Office (specifically Word, Excel, PowerPoint, InDesign)

We’d Love to See:

• Collaboration
• Communication
• Drive results
• Entrepreneurial
• Functional skills

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The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [email protected].

In compliance with certain Pay Transparency laws, employers are required to disclose a compensation range. The range for this position will vary based on role requirements, skill set, and years of experience. Please note that for salaried roles, the figures reflect full-time equivalency, while for hourly roles, the figures represent the applicable hourly rate.

Compensation Range: 

47,000.00 - 63,000.00 GBP