GLOBAL MANAGER, CUSTOMER CARE

Global Manager, Customer Care

• Columbus, OH, USA
• Full-time

Company Description

OUR COMPANY

Abercrombie & Fitch Co. is a portfolio of lifestyle brands including Abercrombie & Fitch, abercrombie kids, Hollister, and Gilly Hicks.

Reaching customers across 120+ countries, we strive to create customer-centric, omni-channel experiences for our global customer base.

OUR VALUES

Job Description

This leadership role is a critical member of the global customer service operations team supporting a successful, highly complex international brand.

This person manages a team responsible for the performance of a large multi-center global contact center operation, and for driving a new era of customer centric thinking.

This change agent should help the organization understand how to turn the contact centers into facilitators for improving CSAT.

This person works collaboratively and cross functionally with our Fulfillment, Marketing, Stores, Public Relations, etc.

departments to ensure successful customer and agent experiences. This individual must be skilled at working with external business partners, contact center technology, and managing performance with third parties.

We aspire to have the best-in-class service experiences for our customers and this role is critical to achieving that. Youll own defining and delivering all elements of a service experience that are unique to our Brands.

• Develop strategic plans to improve customer and employee satisfaction; help develop and manage performance management processes and incentive programs that recognize and reward top performers
• Ensure that all KPIs are met or exceeded and report out to leadership on a monthly basis with any necessary improvement plans
• Manage external (3rd party) and internal associate performance
• Accountable for accuracy of service delivery; make recommendations for process improvements to improve quality and productivity by analyzing results and suggest recommendations for improvement
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership
• Ability to set strategy and follow through on tactical implementation and execution of initiatives
• Ability to adapt to changing environments and effectively manage change
• Proven coaching skills that can impact both front-line agents and develop supervisorial leaders
• Create and implement a strategy to grow future leadership talent
• Handle escalated calls from employees and customers
• Manage and develop a team composed of training, quality assurance, communications and site supervisors and managers (internal + 3rd party)
• Deliver excellent customer service experience by recognizing and implementing best practices across all contact center locations and channels : call, email, chat, sms and social media
• Partner with key business areas to identify and provide insights derived from customer and agent interactions
• Ensure prompt resolution of escalated customer issues
• Grow internal talent through training, goals, and objective planning
• College degree required
• Experience leading a customer service function in a direct-to-consumer business
• Servant Heart
• Luxury and / or Hospitality experience desired
• 8+ years of E-Commerce experience
• Management experience
• Works in a collaborative team
• Works well under pressure
• Ability to quickly prioritize issues and requests
• Strong management ability and capable of setting clear objectives for staff
• Manage, coach, and motivate staff to achieve objectives on time and according to plans
• Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence

Additional Information

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

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