Head Of Customer Happiness Center Milano

Head Of Customer Happiness Center
Milano
Lombardia, Milano

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!