About Us:
We are brand builders who focus our passion and creativity to build Calvin Klein and TOMMY HILFIGER into the most desirable lifestyle brands in the world and at the same time position PVH as one of the best-performing brand groups in our sector. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.
One of PVH’s greatest strengths is our people. Our collective desire is to create a workplace environment where every individual is valued, and every voice is heard, and we are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. Learn more about Inclusion & Diversity at PVH here.
Senior Manager Customer Service Operations
The Team
This position will form part of the Ecommerce Operations team, which is responsible for optimizing a premium online shopping and post-purchase experience by connecting digital excellence with operational precision in eCommerce —bringing the Tommy Hilfiger and Calvin Klein brands to life across every click. The eCommerce Operations team combines digital excellence with operational precision to enable and perform reliable, consumer-focused e-commerce operations by maintaining a high-performing platform and efficient and consumer focused support. It continuously optimizes site performance, payments & refunds, and customer service processes & delivery to enhance overall customer satisfaction and enable commercial performance with positive P&L impact.
The Position
As the Senior Manager Customer Service Operations, you will lead the delivery and optimization of dual-brand eCommerce customer service operations across EMEA. Reporting into the Senior Director eCommerce Operations, you will oversee a team responsible for providing high-quality support for complex customer inquiries and complaints, as well as coordinating payments and refunds related to eCommerce purchases. Through close collaboration with the eCommerce Operations leadership team, you will lead initiatives to improve service levels and identify process efficiencies, including overseeing compliance with legal requirements, to drive customer service excellence.
Key Responsibilities
Customer Service Operations Leadership: Lead the end-to-end operations of dual-brand eCommerce customer service, ensuring seamless and timely resolution of customer issues. Lead on continuous improvement initiatives to find ways to improve our service levels to the consumer and optimize existing processes, while keeping a close eye on financial efficiency
Payment and Refund Coordination: Own and manage any complex customer payments and refunds, working closely with the DTC Payment Operations team to ensure these are resolved in a timely manner
Platform Improvement Initiatives: Collaborate with the Manager Customer Contact Platform to drive platform improvements to deliver a best-in-class customer experience across the eCommerce platforms
Process Optimization: Collaborate with the Digital Consumer Operations team to identify and implement opportunities for automation and process optimization — to reduce customer support volumes and improve the end-to-end customer user journey
Legal Compliance: Ensure GDPR/legal compliance by establishing and governing processes for managing data privacy requests, including removal of third-party data
Team Leadership: Manage and develop a team of customer service and payment teams responsible for providing high-quality support to eCommerce customers
Performance Monitoring & Reporting: Track and report key performance indicators across service quality, response time and platform and cost efficiencies, identifying areas for improvement where possible
Vendor Management: Support the VP in overseeing the vendor ecosystem, including eCommerce payment service providers (e.g. Adyen, Klarna) and customer service providers (e.g. Salesforce, Teleperformance) to drive value and operational efficiency
Note: Responsibilities include, but are not limited to, those listed above. The role may require additional tasks and duties as assigned to meet the needs of the department and organization.
Measures of Success
- Response Time & Customer Satisfaction: Meet or surpass established response time targets for customer inquiries; Maintain or exceed target customer satisfaction ratings as measured by post-interaction surveys; High percentage of issues resolved during the first customer contact; CSaT and Net Promoter (NPS)
- Cost Efficiency of running CS team to reduce operational costs: reduction of cost per/ call
- Refund Efficiency: chargeback rates, and average refund processing time
Requirements
- 10+ years of experience in eCommerce operations, with a great understanding of end-to-end processes, including customer service processes and financial and payment processing activities
- Deep understanding of eCommerce P&L to support continued optimization of eCommerce cost base without sacrificing on consumer experience
- Technical Proficiency: Basic to intermediate proficiency in using consumer facing systems and other relevant eCommerce platforms (incl. Salesforce or similar)
- Stakeholder Management: Excellent proven collaboration and stakeholder management skills, at all levels of the organization, with the ability to work cross-functionally on a global scale within a complex matrix organization
- Leadership & Management: “Customer-first” mindset with experience leading high-performing teams, providing stewardship, guidance and support for at least 5 years
- Communication Skills: advanced ability to clearly convey information both written and orally with executive internal stakeholders and senior external stakeholders, effectively influencing others
- Problem Solving: advanced understanding of how to solve complex problems and critically assess the solutions required.
- Education: Bachelor’s degree in a relevant field, e.g. Business, Management, or a related discipline.
- Fluency in English (written and spoken)
Your Wellbeing is Our Priority
In the heart of Amsterdam, PVH is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein.
Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs
Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy
Develop your career: whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals
Be at the forefront: stay closely connected to our brands, CALVIN KLEIN and TOMMY HILFIGER, and be a part of seasonal market launches, sample sales and receive employee discounts!
Check out our Amsterdam Campus here.
PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications without regard to race, ethnicity, color, sex, gender identity or expression, age, religion, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH is also committed to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential.