Senior Manager Customer Service – MICHAEL KORS – Venlo

  • Venlo


Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

“I FEEL really LUCKY to be SURROUNDED by SUCH a GREAT TEAM. I’m not only GRATEFUL that they’ve HELPED me ACHIEVE my GOALS, but also that I CAN GIVE them a PLACE WHERE THEY can ACHIEVE theirs.”


We have an exciting opportunity for a Senior Manager, Customer Service Wholesale (EMEA)

What You Will Do

As the Senior Manager, Customer Service Wholesale (EMEA) you will be responsible for overseeing and enhancing the customer service experience for our wholesale clients.

This role requires a proactive leader with a strong background in team development and extensive experience in customer service management.
You help your Team to develop an independent and problem-solving mindset with a strong customer focus while letting them make and own their decisions.

You represent Wholesale Operations Support to other departments, the Venlo Distribution Center, and external stakeholders.

You communicate confidently and factually with other departments, advocate for your team while keeping the organization’s overall goals in mind.

You clearly convey the requirements of your team, operations, and customers to other departments.

You delegate tasks effectively, matching them to the right team members and distribute workload fairly among teams, considering market characteristics and individual strengths.

The Wholesale Operations Support Manager is part of the Wholesale Operations Support team and reports into the VP Supply Chain.

  • Act as a liaison between Sales, Production, Logistics, Warehouse, the Credit department, and external 3rd parties to ensure:Product arrives in the DC on timeProduct is available to ship to customers on time
  • Provide the Sales team with accurate, valid, and complete reports to assist in the allocations process
  • Liaise with Inventory Control department to provide and track VAS (Value Added Services) requests.
  • Attend and participate in weekly Sales and Planning meetings
  • Participate and support in the S&OE process.
  • Participate in Market Week to become familiar with the product offering and key Marketing/Sales initiatives that drive the business.
  • Leadership and Team development:

  • Provide leadership, guidance, coaching and support to direct reports;
  • Have regular touch bases with your line Managers in the team
  • Be the escalation point of contact for any question from the team members and the first contact of the line Managers. Direct them towards the solutions by coaching and help by bringing them in contact with the right stakeholders;
  • Be the escalation point of contact in case of conflicts in the team.
  • Distribute the workload between the teams by appointing markets and tasks in a fair way and listen to the input of the Team;
  • Ensure the availability of staff, both quantitatively and qualitatively by recruiting, planning and orienting employees;
  • Monitor, coach and assess the performance of employees;
  • Relationship management:

  • Represent the Customer Service department in a professional manner at all times
  • Build strong cross functional relationships with all key internal and external stakeholders,;
  • Have a broad knowledge of the Wholesale Operations Support relevant topics and keep it updated by being in touch with the stakeholders (e.g. Sales, Logistics, Finance) to swiftly react if needed;
  • Participate in regular meetings with the departments that Customer Service support (Sales, Logistics, Finance), to align topics impacting their areas.
  • Keep yourself updated on all relevant information about the brand, the company and the Venlo office and network within the company to know who to contact for
  • Proactive Customer Engagement:

  • Identify opportunities to improve customer satisfaction and loyalty;
  • Ensure pro active team approach
  • Take responsibility in the continuous improvement of Wholesale Operations Support with the customer needs in mind and in alignment with business goals by bringing in ideas and appoint, create and implement projects and system improvements in cooperation with the team;
  • Monitor industry trends and apply best practices to maintain a competitive edge;
  • Performance metrics and reporting:

  • Report monthly business performance to senior management of MK EMEA;
  • Establish and track key performance indicators in alignment with the stakeholders;
  • Keep all work instructions, SOPs and other documents updated and make sure the team is aware of the content and is following it to guarantee a standardized process where possible;
  • Maintain a Customer Scorecard of the top 5-15 Wholesale accounts and share monthly with stakeholders
  • What You Need to Have

  • College degree (preferably University);
  • Previous Experience in B2B Wholesale Operations Support in a leadership position;
  • Leadership skills and empathy;
  • Demonstrated ability to work in a fast-paced, “self-starter” environment;
  • Strong problem-solving skills and the ability to think proactively;
  • Ability to analyze data and make data-driven decisions;
  • Knowledge of the English on a proficient level – any additional main European language (German, French, Spanish and Italian) is a pro;
  • Knowledge of the principles of Supply Chain, Sales and Finance of Fashion/Luxury organizations;
  • Highly organized and detail-oriented;
  • Flexible and adaptable to change.
  • What we offer

  • Competitive terms of employment
  • Flexible working hours (core hours 10 to 16)
  • 2 days work from home/week
  • 38h/week
  • Travel allowance
  • Access to our Sample Sale twice a year, where you can shop against reduced prices
  • A fast-paced, international and dynamic culture where you can truly make a difference
  • Professional development opportunities to grow your career
  • Employee discount
  • 25 days of holidays
  • 4 additional MK days
  • Discount for CZ health insurance
  • Free access to training platforms
  • Free fruit
  • Company events (Summer and Christmas party)
  • Referral bonus
  • Parental bonus
  • Fully paid paternity leave
  • At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V

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