• Customer Care Senior Manager

    Posted Date 4 months ago(3/23/2018 11:12 AM)
    Job ID
    # of Openings
    Operations & Logistics
  • Description

    Considering the growing interest of customers for e-commerce market, the new scenarios due to the birth of YOOX NET-A-PORTER GROUP and a more Customer Centric vision of the Company, Customer Care is becoming a crucial area for increasing the value of the customers. Focusing on efficient processes, memorable experiences and a multi-channel relationship, Customer Care will be able to transform the perception of the customers for each single touch-point and to support caring, up-selling and cross-selling activities.

    The candidate will be part of the Customer Care Area for OFF- SEASON market, in a dynamic team with a direct impact on customers’ satisfaction and high-level requests management and will support the Head of Customer Care to achieve the objectives imposed by this new Customer Centric vision.

    The candidate will be responsible for the following activities:


    Main Activities

    • Map and analyse the current status of Customer Care activities, channels, processes and services in all the countries covered by Customer Care OFF-SEASON to understand specific gaps and potential opportunities;
    • Suggest and design new scenarios and structured solutions in order to optimize the Customer Care area according to the needs of the business;
    • Support the Head of Customer Care in the relationship with the main internal stake holders and external partners to balance the relationship between costs and benefits;
    • Coordinate the global teams to share new projects and to adopt new KPIs, methodologies and processes defined by the Head of Customer Care;
    • Support the Head of Customer care in all the inter-company projects with high impact on Customer Care Area;
    • Listen to the market to understand new channels and/or services and/or tools useful to increase customer care and customer experience.


    Skills and Experience

    Role Specific Skills

    • University degree, preferably in economics, statistics or engineering
    • At least 3 years of experience in a similar position (also as a consultant)
    • Good verbal and written communication skills in English
    • Knowledge of the MS Office applications and/or main CRM tools

    Key Competences

    • Structured approach and strategic vision;
    • Problem solving and organizational skills;
    • Passion for Customer Service and customer caring activities;
    • Ability to work well in a team;
    • Excellent communication skills
    • Open mind and attitude to change;
    • Proactivity
    • Passion for innovation

     Location: Bologna



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