Head of Customer Service EMEA

Virtua; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the lifestyle and heritage sporting goods sector is seeking an experienced Customer Service Manager to oversee operations across EMEA. The role involves managing a significant team, ensuring high-quality customer service, and collaborating with various departments to meet business objectives.

Qualifications

• Experience in leading and motivating teams both on-site and remotely.
• Proven ability to manage multiple projects and deadlines.
• Strong written and verbal communication skills.

Responsibilities

• Manage and support the Customer Service team at the head office.
• Lead, motivate, and develop the team to ensure excellent customer service.
• Troubleshoot problems promptly and manage customer service processes.

Skills

Organizational Skills

Communication Skills

Problem-Solving Skills

Tools

SAP

BI

Job description

We have recently been retained by one of our longstanding clients, a global leader in the lifestyle & heritage sporting goods sectors. We are seeking an experienced leader with a background in B2B (90%) and DTC (10%) customer service, who has extensive leadership and industry experience.

This role will oversee all customer service operations across the EMEA regions, working closely with HQ and in-market subsidiary teams. The successful candidate will lead a significant team and report directly to the Sales Director.

Job Description

• Manage and support the Customer Service team based at our client's head office.
• Manage and support Customer Service leads in Germany, Spain, Italy, and France, including visits and regular communication with subsidiary offices.
• Lead, motivate, communicate with, develop, appraise, and performance manage the team to ensure high motivation, excellent customer service, and achievement of business goals.
• Build strong relationships with Country Managers and collaborate closely to balance customer needs with business objectives.
• Manage all customer service processes proactively.
• Troubleshoot problems promptly, ensuring issues are addressed in line with priorities.
• Ensure the team delivers timely and effective customer service daily.
• Encourage swift resolution of queries and foster initiative among team members.
• Run daily reports using SAP and BI, and take proactive steps to address potential issues.
• Manage order book entry for Key Accounts.
• Maintain close working relationships with Distribution, Logistics, KTN, Credit Control, and IT teams.
• Assist with Web Customer Service when necessary.
• Participate in weekly departmental meetings.
• Oversee open customer orders, ensuring timely input into SAP before season cut-off dates.
• Handle mass order rejections as needed.
• Investigate and resolve overdue orders.
• Monitor and update orders continuously.
• Approve credits, returns, and discounts up to a specified limit, collaborating with relevant departments and CFO for higher values.
• Investigate and resolve customer complaints.

Knowledge and Experience

• Excellent organizational skills with strong attention to detail.
• Proven ability to manage multiple projects and deadlines.
• Ability to work effectively under pressure and prioritize tasks.
• Strong written and verbal communication skills.

Person Specification / Leadership Skills

• Experience in leading and motivating teams both on-site and remotely.
• Effective delegation skills.
• Commitment to training and developing team members.
• Reliable and fair leadership qualities.
• Ability to build strong, effective relationships.
• Practical problem-solving skills.
• Business-oriented mindset, acting as a brand ambassador.
• Role model qualities with positive behaviors that inspire others.
• Ability to understand the bigger picture and strategic implications.