Head Of Customer Happiness Center

We are seeking experienced and detail-oriented professionals with a multi-tasking and problem-solving approach to lead our Customer Happiness Center team in delivering timely, accurate and professional services to our customers.

What you’ll do:

• Lead, motivate and develop team members and ensure resources are in place and operating effectively to meet business goals

• Manage the relationship with key partners at global level

• Coordinate and monitor the activity of internal “advocate” and partners’ teams

• Monitor and upgrade a contact monitoring system capable of analyzing performance related to the levels of services offered

• Oversee the weekly reporting process, established with brand partners, using data received from end customers, operator productivity and SLAs

• Collaborate with all business functions to ensure the resolution of all potential issues raised by end customers to achieve their maximum satisfaction

• Ensure the correct flow of information regarding the main issues managed by Customer Service (commercial information, complaints, requests for assistance) for activating cross functional processes improvement

• Improve team performance and monitor achievement of KPIs

• Ensure team training and improve the quality of customer management

• Ensure proper interaction both within the team and with other business functions

• Identify and propose new procedures to improve process effectiveness and efficiency

• Manage the relationship with external service providers

• Oversee back-office activities with a focus on:

• The fraud control process;

• Management of the logistic flows of goods and orders (receptions, shipment for shooting, shipments to meet the demands of the physical shops, orders in drop shipment, orders in MC etc.)

• Management of B2B direct sales channels (order entry, customer communication, problem management with couriers, personal data creation, etc.)

• Management of second level Customer Service activities (refunds, chargebacks, claims, store credit generation etc.)

• Management of contacts with couriers (customs clearance for orders and returns, opening documents, payment of customs duties etc.)

• Inbound DDT management

What we’re looking for:

• Solid experience (2-4 years) in the same or similar role, preferably within the fashion or luxury industries/brands

• Build and Manage the relationship with key partners at global level

• Excellent communication skills both oral and written in Italian and English, knowledge of Spanish and German is a plus

• Passion for customer assistance and customer caring activities

• Team-player mentality

• Excellent use of Microsoft Office Excel as well as Google Suite

• Knowledge of Zendesk and/or Kibo is a plus

• Great time management and follow up skills

• Ability to learn and thrive in a challenging, fast-paced and dynamic working environment

• Motivated, enthusiastic, and focused on achieving great results

What we offer:

• Competitive compensation package (compared to your professional background)

• Benefits: monthly lunch tickets, company laptop, discounts to our owned brands and brand partners, and additional perks in the form of local discounts and offers

• Learning & Development Programs: continuous learning experience with TLG University and The Breakfast Club projects

• Be part of the young (31 on avg.) and international (30 nationalities) #TLGpeople group and work in a dynamic and fast-moving environment

We hire for potential, and we reward based on impact. In TLG opportunities for growth are limitless. Come be part of our story and join our fast-growing, all-star team in Milan!