Associate Manager, Customer Experience (maternity Cover)

As the Customer ExperienceAssociateManager you willbe responsible foroverseeing andmaintainingYETIEMEAscustomerexperienceto ensure the highest level of customer satisfaction.You willleadateam of customer service representativesexecuteandmaintainthe CX strategy defined by the Global CX team manageday-to-day performance and act as a key operational partner to ecommerce operationslogistics and vendor management teams.

Reports to:Director of Supply Chain EMEA.

Key Responsibilities:

Team Leadership:

• Lead coach and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service.

• Partner closely with Vendor Management toreview performance and service quality ofpartner agents.

• Review andsubmitagent feedback

• Monitor and assess quality scores and performance insights

• Identifytrends address performance gaps and escalate issues as needed

• Validate BPO performance inputs for Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs)

• Provide ongoing training guidance and feedback to enhance team members skills and knowledge.

• Foster a collaborative structured and performance-driven team environment.

Customer Service Strategy:

• Implement andmaintaincustomer service strategies policies and procedures as defined by the Global CX team ensuring consistency across EMEA.

• Ensure day-to-day operations align with established CX frameworks workflows and service standards.

• Identifyoperational gaps or risks and raise recommendations to relevant stakeholders for review.

Customer Issue Resolution:

• Act as an escalation point for complex or high-impact customer inquiries and complaints ensuringtimelyand effective resolution.

• Collaborate closely with ecommerce operationslogistics and supply chain teams to resolve customer-impacting issues.

• Ensure customer service teams have theappropriate tools documentation and processes to resolve issues efficiently.

• Support omnichannel customer inquiries across email contact forms chat and phone ensuring promptaccurate and brand-aligned responses.

Order Management Oversight:

• Oversee end-to-end order management operations ensuring the order pipeline flows smoothly without disruptions.

• Monitor andescalate where necessaryoperational issues such as:

• Inventory shortages and backorders

• Delayed or blocked orders

• Returns processing timelines and exceptions

• Validate reportson order production and shipping issue trendsidentifyingrecurring problems.

• Work withlogistics operations and supply chain teams to resolve issues and support implementation of process improvements.

Quality Assurance:

• Monitor and evaluate customer interactions to ensure service quality and adherence to company standards.

• Review quality results across internal and BPO teamsidentifyingtrends and improvement areas.

• Support corrective actions and performance improvement initiatives where.

Customer Service Metrics and Reporting:

• Own daily monitoring of omnichannel performance includingemail contact formschatand phone.

• Maintain and track existing customer service KPIs ensuring service levels are consistently met.

• Prepare and deliver weekly and monthly performance reports highlighting trends risks and operational insights for management.

• Validate data accuracy and performance inputs for leadership reporting including WBRs and MBRs.

Qualifications and Skills:

• Proven experience (4 years) as a Customer Service Manager or similar rolewithinan online retailor DTCenvironment.

• Experience managing or supporting BPO / outsourced customer service teams isa bonus.

• Experience in attending to customer inquiries and issues across various channels including tickets phone and chat.

• Excellent leadership and people management skills with the ability to inspire and develop a high-performing team.

• Strong understanding of customer service principles and practices with a customer-centric mindset.

• Exceptional communication and interpersonal skills both written and verbal.

• Proficient in using customer service software ticketing systems and CRM tools. Ideally Zendesk ShopifyparcelLabKlayvio.

• Comfortable working with reporting dashboards QA tools and performance scorecards.

• Detail-oriented organized and able to manage multiple priorities in a fast-paced environment.

• Demonstrated problem-solving skills and ability to handle challenging customer situations.

• Knowledge of online retail platforms e-commerce processes and customer service best practices.

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