Freelance Social Media Coordinator

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 Department and 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.

The Position

As a Social Media Coordinator, you will be responsible for developing, implementing and managing the Social Media Customer Service strategy in order to increase our Customer Service engagement levels through Social Media outreaches. You will oversee Customer Service engagement on our platforms. You will have a wide knowledge of internal Customer Service processes as well as marketing strategies and initiatives that can contribute to providing an improved Customer Service experience via Social Media.

Role and Responsibilities:

• Manage and develop/implement strategies for the Social Media Customer Service team

  
  

• Define, implement and oversee the most vital Social Media KPIs

  
  

• Report on Social Media performance to the wider ECOM department and senior management

  
  

• Advise on crisis management, negative comments and messages posted publicly to the call center agents, and where required, handle escalated or sensitive cases

  
  

• Work closely with the Communication & Marketing Team to identify gaps in the processes and ways to improve the existing processes

The Ideal Candidate:

• Minimum of 2 years of proven working experience in Customer Service, preferably through Social Media related functions, and with hands on experience in CRM tools such as Salesforce and/or Sprinklr

  
  

• Holistic approach and understanding of Customer Service

  
  

• Able to prioritize a complex workload which may include wider Customer Service improvements and strategies within ECOM

  
  

• Excellent team player, supportive of team members and able to take own initiative as well as guiding others for collective success