Assistant Manager, Consumer Operations
Core
Managing EMEA Customer Service infrastructure, driving digital transformation, and ensuring consistent luxury customer experiences across omnichannel touchpoints.
Role type
Assistant Manager, Consumer Operations
Builds
Customer service platforms, digital communication tools, and omnichannel fulfillment processes
Domain
Luxury retail, digital commerce, customer experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Project management, process mapping, contact center operations, omnichannel strategy, data analysis, stakeholder management, training development, quality assurance, system implementation, cross-functional coordination
Preferred skills
Experience with Chatbots, CRM integrations, Qualtrics, Contentsquare, Microsoft Office (Word, Excel, PowerPoint, InDesign)
Technologies
Chatbots, CRM systems, Qualtrics, Contentsquare, Microsoft Office suite
Responsibilities
Manage EMEA Customer Service team infrastructure and projects, guide consumer digital transformation, create a coaching culture for team development, work with stakeholders to enhance service proposition, support contact center operations, maintain and develop Customer Service platforms, collaborate with Retail teams on click and collect fulfillment, provide performance and consumer feedback reports, ensure team efficiency through training and metrics, develop internal quality tools, coordinate with Head Office on product launches and policies, troubleshoot customer issues in real time with Logistics and store teams, create and update training materials
Seniority
Mid-level manager, hands-on operational leadership
