Freelance Customer Service Senior Manager

About PVH Corp.

PVH is one of the most admired fashion and lifestyle companies in the world.

We power brands that drive fashion forward - for good.

Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.

Fitting within eCom Europe, Customer Service Team is responsible for all the direct-to-consumer communication and supports around 27 different European markets. Every day the team strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within eCom particularly, PVH as a whole and the Call Center. With other talented professionals responsible for managing daily operations, training & knowledge and working on projects to optimize processes, Customer Service supports the growth of our websites tommy.com and calvinklein.com striving for outstanding quality service to our B2C customers.

The Position

As a Customer Service Senior Manger, you will be leading the Customer Service Team consists of CS Operations, Training & Knowledge, and Operational Excellence functions. You will be managing the end-to-end consumer service operations, including the Contact Center Vendor to ensure successful delivery of results. You will also be responsible for the desing and implementation of the Customer Sevice Strategy including the financial quarterly and yearly planning.

Role and Responsibilities:

• Manage performance of the PVH Customer Service and Contact Center vendor

  
  

• Provide mentoring and coaching to develop and motivate the Customer Service Team

  
  

• Design the Customer Service strategy to ensure continuous improvement on consumer satistaction and operational efficiency

  
  

• Define and deploy strategic initiatives towards the Customer Service Strategy including Cost Benefit analysis

  
  

• Lead financial planning and budgeting including forecast staffing in collaboration with the Contact Center vendor

  
  

• Deliver operational and project performance reporting to senior stakeholders

The Ideal Candidate:

• Minimum of 8 years of proven working experience in a Customer Service environment with a strong focus on direct-to-consumer and with minimum of 5 years in a people management role

  
  

• Experience in fashion, apparel retail or consumer goods industry is a plus

  
  

• Extensive People Management Skills

  
  

• Collaborative; able to liaise closely across different levels of the organization with great interpersonal and communication skills

  
  

• Strong Strategic thinking & Planning Skills

  
  

• Sound judgment and excellent problem-solving skills, strong sense of ownership and accountability

  
  

• Committed to putting customer at the heart of everything we do

  
  

• Working knowledge of Outlook, Microsoft Office programs; Excel, PowerPoint, Asana

For creative projects:

Please include an up to date portfolio with your application. We would love to see your aesthetic as well how you commercially design to understand why this is THE role for you!

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.