Assistant Manager, Customer Care

Job description

Design Your Future at PVH Assistant Manager, Customer Care Why PVH? Generous discounts on all brands - Calvin Klein, Tommy Hilfiger & Van Heusen Paid Parental Leave Scheme as per Company Policy Summertime hours schedule Corporate discount with Medibank Employee activities calendar Annual Flu Shot Clinic Free membership to Headspace meditation app Access to Employee Assistance program Referral bonus Strong focus on Corporate Responsibility Inclusive, diverse, and equal opportunity employer About The Role We are looking for an experienced Customer Care Manager (known internally as Assistant Manager, Customer Care) leads the delivery of a best-in-class customer experience across our E-Commerce websites and 3rd party marketplace and partner channels. In this role, you’ll lead, coach and support a large, dynamic Customer Care team, overseeing customer interactions and order management to ensure enquiries, orders and issues are resolved accurately and efficiently. You’ll play a key role in driving team performance, operational excellence and consistent service standards while ensuring every customer interaction reflects PVH’s values and commitment to exceptional service. Based at our Head Office located in the heart of the CBD, at 388 George Street 2000, this is a full-time hybrid role working from home and in the office weekly. Duties & Responsibilities Partner with the Head of E-Commerce to develop and deliver customer care initiatives that drive commercial success and meet business objectives. Take product ownership and ensure the efficient utilisation of Zendesk Customer Care SaaS tools. Define customer satisfaction targets and work with the team to consistently achieve them, regularly reviewing data and customer contact insights to identify opportunities for improvement. Analyse and maintain weekly and monthly reporting and dashboards, providing the broader business with insights into CSAT, dispatch rates and returns performance across owned, operated and partner channels. Support daily customer care activities, including email responses, phone calls, order management and systems integration as required. Partner with key stakeholders to investigate enquiries and resolve them within reasonable timeframes. Ensure all orders and returns are processed, allocated and tracked within target timeframes. Liaise with the warehouse regarding short picks, processes, deliveries and other special instructions. Oversee daily, weekly and monthly order maintenance and system clean-up. Undertake UAT and QA for site updates impacting order management and customer care to ensure delivery requirements are met. Effectively roster and plan resourcing in line with volumes and busy periods on a weekly, monthly and annual basis. Lead, train, mentor and develop a team of Customer Care Coordinators. About You 5+ years’ experience in a similar role, leading a team of Customer Care Representatives. Strong Zendesk experience, with the ability to interpret customer experience data and identify opportunities to optimise workflows. Experience with E-Commerce platforms, tools and technologies supporting on and off-site customer contact, website order management and ERP systems. Magento, SFCC and SAP experience is a bonus. Ability to collaborate effectively with cross-functional teams and external partners. Proficient in Microsoft Office, including Word, Excel, PowerPoint and Outlook. Experience within Fashion eCommerce and/or retail is highly desirable. Excellent communication and problem-solving skills, with the ability to think outside of the box and effectively resolve queries and/or improve processes. Organised and detail-oriented, with a collaborative, team-focused approach. About The Company PVH is one of the world's largest and most admired fashion companies, connecting with consumers in over 40 countries. Our global iconic brands include Calvin Klein, TOMMY HILFIGER and our Heritage Brands. Our 140-year history is built on the strength of our brands, our team and our commitment to drive fashion forward for good. That's the Power of Us. That's the Power of PVH We thank all applicants in advance as only successful applicants will be contacted for an interview. PVH is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to inclusion and diversity.