Digital Customer Service & Operation Manager

Spanish and English languages are a MUST for this role.

At Beyond Talent we are collaborating with a worldwide consolidated global brand that is currently searching for a dynamic and proactive Digital Customer service & Operation Manager to join its international team in Barcelona.

Due to a tremendous growth, the company is looking for an ambitious Client Services and Operation Manager to tackle some innovative digital challenges to strength their presence in the market and achieve sales targets.

Reporting to Digital Director, the Customer service manager jobs will be responsible for coordinating the communication between the logistic, supply chain, project team and the sales team, make sure to reach sale performance and customer satisfaction across the globe.

We are looking for someone who will possess the leadership attributes required to successfully manage both a small team (that you will be growing) and client relationships, as well as understand the strategies in adding roles to create efficiencies in their growing operation to help drive profitability.

Responsibilities

-Define, according to the Digital Director guidelines, the Customer Satisfaction & Operations strategy plans and objectives to achieve, ensuring its implementation, in alignment with the department strategy, and aiming to maximize customer satisfaction and channel profits.
-Foster continuous improvement by analyzing and optimizing processes and tools within the area under your responsibility.
-Coordinate and interact with other Departments and External partners (supply chain, digital, logistic, CRM and Country managers), to provide an excellent service
-Constantly in touch with the Logistic and Supply Chain team, make sure the control of their delivery, allowing the Account Director to focus on strategic direction (and any pertinent strategic projects).
-Achieving the established goals and maximizing the customer satisfaction.
-Manage commercial activity: contract, renewal, invoicing, aged receivable.
-Be the advocate of new project to launch in collaboration with other departments, and make sure to attract new costumers
-Build internal relationships with other leaders to develop strategic capability and better sell opportunities to clients.
-Escalate sales and client growth opportunities to the leadership team and support / drive proposals to client decision makers.
-Develop service procedures, policies and standards as well as KPI’S analysis.
-Keep accurate records and document customer service actions and discussions
-Analyze metrics and reports to evaluate the provided service and other related indicators in order to detect improvement areas and recommend actions.
-Recruit, mentor and develop your team and nurture an environment where they can excel through encouragement and empowerment

Qualifications

-Spanish speaker and Proficiency in English
-Proven working experience as a Customer Service Manager from the fashion, Digital fashion, food beverage or any similar business that requires an important relation with the Logistic and Supply-Chain teams.
-BS degree in Business Administration or related field
-Excellent knowledge of management methods and techniques
-Working knowledge of customer service software, databases, and tools
-Awareness of industry’s latest technology trends and applications
-Ability to think strategically and to lead

NOTE: Only those applicants under consideration will be contacted. Please accept our appreciation for your interest.