Team Leader Retail Customer Care (Europe) (m/f/d)

Recruiter
Hugo Boss
Location
Stuttgart, Delaware, Germany
Posted
28 Jul 2022
Closes
17 Sep 2022
Ref
101259
Function
Marketing
Level
Manager
HUGO BOSS is one of the leading fashion and lifestyle companies in the premium segment with over 14,000 employees worldwide. As versatile as we are, we are united by a common goal: We love fashion, we change fashion!

Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from the runway to the customers! Join our team and explore career opportunities that are tailor-made for you!

The Retail Customer Care team for Europe is one department, within the Global Retail Division, comprised of two teams who support our end consumers, store employees and online business partners for most of Europe and some emerging markets too. The team offers support both pre and after sales as a one-stop destination to answer queries and resolve concerns for eCom, in store and Omnichannel customers. This team of brand ambassadors provide email, chat and telephone service in 8 local languages across six days a week.

Please submit your CV in English.

What you can expect:

  • Leading a team of customer care agents ensuringa high quality of service offered to customers with queries ranging from eCom order topics to store sales people as well asthrough Live Chat
  • Your leadership skills will enable you to recruit, onboard and develop the team to cover the complexity of language requirements, business models and query types with the highest motivation for quality of service, achieved as a team
  • Working with other Team Leaders in Customer Care you will ensure that the complete department is well organised and balanced to efficiently cover all languages and business models each day, whilst focusing on the specialist areas of your own team
  • Close cooperation and coordination with other departments and project teams will ensure you spread the understanding of customer needs and feedback so that interfaces can improve the company processes and tools
  • Monitoring trends and KPI's you will recognise opportunities and risks for efficiency and quality and be able to propose and implement improvements in processes, systems and team knowledge
  • Actively shape the future of our global retail network with more than 1200 point of sales globally


Your profile:

  • Minimum 5 years of experience with a focus in Customer Care, ideally within a premium brand or fashion company
  • Proven track record of successful team leadership, including recruitment
  • People management skills to develop, influence and motivate a team and wider colleagues
  • Highest customer orientation
  • Strong time management, prioritization and organisational skills required
  • MS Office including Outlook, Powerpoint and Excel useful
  • English fluency required (both written and spoken) and additional European language skills beneficial


Your benefits:
  • Made for Me: three days in Metzingen and two days working remotely. Our hybrid working model "Threedom of work" is as individual as your personal needs.
  • Today. Tomorrow. Always. Sustainability is one of our key values, and more than just a trend. We are committed to environmental, animal and climate protection, and human rights.
  • Does innovation drive you? Same for us! We have digitized most of our workflows and almost fully automated our logistics centres.
  • Exclusive discounts for shopping and arts: benefit from discounts for family and friends along with free entrance to more than 15 international art museums.
  • High-performing people need a healthy balance. Take advantage of the employee gym, the beach volleyball field or yoga classes on the rooftop terrace.
  • As a fashion company, we value good taste in everything - including food. Welcome to our own restaurant and café, Times.


We are a global company with our employees representative of the world at large. Our inclusive culture embraces each person's authenticity and individuality. We are committed to equal employment opportunity. And we believe our equitable work environment helps unleash your full potential and inspires you to thrive.

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