Customer Service Manager Travel Retail

<p><b><span><span><span>CUSTOMER SERVICE MANAGER<br/> Location: Barcelona, Spain</span></span></span></b></p> <p> </p> <p><span><span><span>We are seeking an experienced <b>Customer Service Manager</b> to drive excellence in service delivery, mentor a dynamic team, and implement strategic initiatives to achieve operational goals.</span></span></span></p> <p> </p> <p><span><span><span>The Customer Service Operations Manager oversees the day-to-day operations, ensuring the efficient delivery of high-quality customer service. This role focuses on managing teams, optimizing performance, and driving continuous improvement initiatives. The Operations Manager ensures customer satisfaction goals, and organizational standards while fostering a collaborative and customer-centric work environment.</span></span></span></p> <p> </p> <p><span><span><span>Your main focus: </span></span></span></p> <p> </p> <p><span><span><b><span>Leadership and Team Management:</span></b></span></span></p> <p> </p> <ul> <li><span><span><span>Lead, inspire, and mentor Customer Service Representatives to foster professional growth and excellence.</span></span></span></li> <li><span><span><span>Serve as the primary escalation point for complex issues related to order handling, returns, credit management, and registration.</span></span></span></li> <li><span><span><span>Cultivate a positive, collaborative work environment that encourages continuous improvement and exceptional performance.</span></span></span></li> <li><span><span><span>Monitor team performance against objectives, providing regular coaching and constructive feedback.</span></span></span></li> </ul> <p> </p> <p><span><span><b><span>Strategic Planning and Operational Execution:</span></b></span></span></p> <p> </p> <ul> <li><span><span><span>Identify and implement process improvements to enhance efficiency and service delivery.</span></span></span></li> <li><span><span><span>Ensure seamless operations, consistently meeting key performance indicators (KPIs).</span></span></span></li> <li><span><span><span>Lead daily direction-setting (DDS) calls to align team efforts and priorities.</span></span></span></li> <li><span><span><span>Actively participate in SOX Audit meetings, collaborating with internal and external auditors.</span></span></span></li> <li><span><span><span>Oversee the execution of shipment plans to ensure monthly revenue targets are met.</span></span></span></li> <li><span><span><span>Ensure compliance with defined operating models and established procedures.</span></span></span></li> </ul> <p> </p> <p><span><span><span>Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!</span></span></span></p> <p> </p> <p><b><span><span><span><span>Key success measures for the Customer Services Manager include the following:</span></span></span></span></b></p> <p> </p> <ul> <li><span><span><b><span>Operational Excellence: </span></b><span>Achieve efficiency in case resolution (AHT, FCR), ensure on-time order delivery (OT%), and maintain high-quality service with low error and complaint resolution rates.</span></span></span></li> <li><span><span><b><span>Customer Satisfaction</span></b><span>: Drive strong CSAT and NPS scores through exceptional service delivery.</span></span></span></li> <li><span><span><b><span>Team and Process Development: </span></b><span>Foster team growth through training, ensure process adherence, and implement impactful improvement initiatives.</span></span></span></li> <li><span><span><b><span>Efficiency and Innovation: </span></b><span>Optimize costs without compromising quality and ensure high adoption of new tools and technologies.</span></span></span></li> </ul> <p> </p> <p> </p> <p><span><span><span><span>The Customer Services Manager will liaise with various cross-functional and remote teams, such as:</span></span></span></span></p> <ul> <li><span><span><span>SC Market Leader</span></span></span></li> <li><span><span><span>Market Finance</span></span></span></li> <li><span><span><span>Planning DRP &amp; EXO Planning</span></span></span></li> <li><span><span><span>Local Logistics</span></span></span></li> <li><span><span><span>Global &amp; Local Transportation Team</span></span></span></li> <li><span><span><span>SSC &amp; GBS team</span></span></span></li> <li><span><span><span>CoE CS</span></span></span></li> <li><span><span><span>External authorities (customs, regulatory, etc... )</span></span></span></li> </ul> <p> </p> <p><b><span><span><span>YOU ARE A COTY FIT</span></span></span></b></p> <p> </p> <p><span><span><span>You are results driven, have excellent problem solving skills and have the ability to think quickly &amp; work under tight deadlines. As a Customer Services Manager, you get energy from working in a fast-paced, diverse, and challenging environment. You have strong organisation skills, and can communicate effectively and collaborate