Sales and Customer Care Manager

Job description / Role

We are excited about our newly established joint venture between YNAP and Mohamed Alabbar's Symphony Investments*. The new company will manage Net-a-Porter, Mr Porter, Yoox and The Outnet in the region, as well as online stores for fashion brands — an opportunity with significant potential in the Middle East. The joint venture will be headquartered in Dubai, and will serve the United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain and Oman, with a view to expand to other countries in the Middle East and North Africa in the future. The Middle East is one of the fastest growing global centres for luxury retail and the joint venture has the ambitious goal to become the major platform for this market.

The YOOX NET-A-PORTER Sales and Customer Care Consultants are much more than the first point of customer contact for any one of the brands within the YOOX NET-A-PORTER Group, they are our Brand Ambassadors, responsible for ensuring every interaction exceeds our customers’ expectation. With 11 Customer Care centres around the world, we are able to speak with our customers 24 hours a day, 7 days a week, across a multitude of languages.

An exceptional customer experience is the key driver in this role and as a Sales and Customer Care Manager, you will have individual targets to help you achieve success and be the best. Our customers can contact us through any channel they chose to and you will have training to deliver an outstanding experience in every platform. You will need exemplary sales and service skills with an abundance of enthusiasm, resilience and passion for our brand.

What we do: Consistently deliver world class service and expert selling to gain customer loyalty, build brand recognition and exceed Customer Care business goals.

Key responsibilities:

Leading a team of Customer Care Consultants including:
• Setting clear objectives for the team, aligned to the global customer care strategy
• Continuously managing performance to achieve and exceed KPIs through weekly reviews, completing mid-year and annual performance reviews and providing regular feedback and coaching
• Encouraging and coaching the team to maximise all sales opportunities, drive units per transaction and complete regular customer follow up to minimise returns rates
• Working with the Training team to identify training needs for the consultants and Senior consultants and continue to support these initiatives
• Manage employees in line with Company policies – addressing concerns in a timely and appropriate manner
• Working collaboratively as part of a wider global team
• Managing continuous change by regularly communicating and updating the team on business developments
• Involved in recruitment processes, including conducting interviews
• Responsible for ensuring that all the in-house processes and procedures are correctly adhered to at all times

Driving exceptional customer experience by:
• Acting as a point of escalation for complaint resolution, issuing refunds and compensation as appropriate and within guidelines. Support team take ownership to resolve customer issues at first contact
• Continually monitoring real time workload and taking to action to ensure customer experience is not impacted and ensure team productivity
• Work alongside the Quality and Training team to ensure the customer expectation is exceeded through every contact by coaching consultants to exceed quality score pass rates
• Develop a feedback culture within the team by regularly feeding customer comments back to the Brand Managers regarding customer journey trends and potential solutions for a fully customer centric approach
• Proactively drive improvements to our service, uses initiative and present ideas to constantly improve the service provided to our customers

Requirements

• Proven customer centric focus
• Previous luxury sales and service experience in a retail environment, preferably within a contact centre environment
• Excellent verbal and written communication skills
• Demonstrates people management skills, ability to lead and motivate a team
• Must show an affinity with the luxury consumer
• Commercial, sales driven approach is essential
• Ability to achieve results through influence and problem solving
• Flexible attitude and positive approach to change
• Self-motivated, proactive and energetic
• Team player

About the Company

YOOX NET-A-PORTER GROUP is the world's leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTER and MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all "Powered by YNAP". Through a joint venture established in 2012, YOOX NET -A-PORTER GROUP has partnered with Kering to manage the ONLINE FLAGSHIP STORES of several of the French group's luxury brands.

In 2016, YOOX NET-A-PORTER GROUP joined forces with Symphony, an entity controlled by Mohamed Alabbar's family, to establish a ground-breaking joint venture to create the Middle East's undisputed leader for online luxury retail.