PVH

Freelance Omnichannel & Partner Program Junior Specialist

Posted Apr 13, 2023
Project ID: PVHJP00001564
Location
Amsterdam, North Holland
Hours/week
40 hrs/week
Timeline
5 months
Starts: Jun 12, 2023
Ends: Nov 15, 2023
Payrate range
45 - 50 €/hr

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.


The Team:

Fitting within ECOM Europe, Customer Service handles over approximately 150 escalations daily coming from customers through the Call Center, for both Tommy Hilfiger and Calvin Klein. ECOM Customer Service strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within ECOM particularly and PVH as a whole. With other talented professionals solving complex queries 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, and Partner Programs.


The Position:

As an Omnichannel & Partner Program Specialist, you will be responsible for improving Omnichannel & Partner Programs processes. You will plan and coordinate any processes and flows for all operational queries in partnership with the wider Omnichannel and Operations teams, leveraging a best in class Omnichannel and Partner Program Customer Service for both PVH brands, Calvin Klein and Tommy Hilfiger.


Key Responsibilities:

  • Act as a point of contact for all aspects of Partner Program and Omnichannel Service in Customer Service.

  • Support the expansion of Partner Program and Omnichannel services to new markets and/or new partners.

  • Manage and oversee resolutions of operational queries (missing parcels or items, late shipments, quality issues, returns, etc.)

  • Suggest and implement operational efficiencies through knowledge and best-practice, including ways to enhance customer experience.

  • Ensure performance across all operational functions focusing on quality, effectiveness and accuracy.

  • Create and own accurate Customer Service reporting on Omnichannel & Partner Program ensuring these are provided to wider teams on all operational metrics.

  • Support the second line support teams with sound advice of how to manage and respond to escalated requests from stores & Partner Programs including seeking feedback from any internal applicable stakeholders and subject matter experts.

  • Build effective and collaborative relationships with the internal Teams in the company i.e. Operations, Ecommerce, Omni-channel, Warehouse and Partner Program Teams.



The Ideal Candidate:

  • Bachelor’s degree in Business or related fields

  • At least 2 years of meaningful experience in corporate Partner Programs, Omnichannel and Customer Service

  • Experience working with various operational, order management and ticketing systems e.g. Salesforce, SAP, C4C, JIRA

  • Strong written and verbal communication skills in English, additional language is a plus

  • A passion for delivering results and building trust with senior leaders and other teams

  • Commited to putting customer at the heart of everything they do

  • Working knowledge of Outlook, Microsoft Office programs, Asana

  • Advanced presenting and reporting skills

  • Flexible, proactive, open minded and resourceful

  • Can work independently as well as in a team, is selfmotivated and can prioritize workload

  • 50/50 hybrid working model: 2-3 days a week on-site desired

  • IMPORTANT: This freelancer should have long-term goals to want to stay in the role and be internalised at PVH in the future.



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.