About the role
We are looking for an experienced Customer Service Manager to lead Peak Performance’s Consumer Service team. You will be responsible for the overall customer engagement and satisfaction levels and your mission will be to provide outstanding customer service to Peak Performance’s D2C-customers. Together with your team, consisting of six inhouse agents and an external team at a call center in Barcelona, you will deliver excellent customer service on a daily basis and also have a big focus on driving optimizations and lead improvement projects in order to create incremental value throughout all touch points with our customers.
To succeed in the role, you need to be an engaging and envisioning leader and you should also be comfortable working with data to enable you to analyze the business and take actions based on the data. You will be part of the e-commerce team and you will also work closely with the marketing team. The position reports to the Head of E-com and is based at Peak Performance HQ in Frihamnen, Stockholm.
As a Consumer Service Manager you will:
- Be accountable for our Consumer Service team and the delivery of all service KPIs in line with the overall company plan
- Lead our Consumer Service team to deliver an exceptional experience which promotes and supports our brand values whilst always maintaining our 'human and personal' touch
- Develop and implement the Consumer Service strategy and KPI:s that will contribute to and support delivery of the overall business strategy
- Identify business opportunities and ensure processes and capacity are fit for purpose for future growth of all channels across e-commerce and retail
- Ensure Consumer Service processes maintain optimum efficiency and continuously seek ways to improve the customer experience, putting the customer at the heart of decision-making
- Work closely with E-commerce, Marketing, Retail and Operation teams to help provide an understanding of the customer needs and help develop the best communication and shopping experience for our D2C customers
- Motivate, inspire and develop a high-performing team
- Advocate for Peak Performance’s cultural values
The successful candidate will have a great understanding of the Peak Performance brand and its values, combined with a commercial outlook and passion for customer service. As a leader we believe you, as well as we, are driven by building and developing engaged and sales driven teams. You are a natural leader that focuses on coaching and developing your team to achieve success. Last but not least you need to be eager to own and drive optimizations and lead improvement projects.
Qualifications
- Experienced leader within Customer Service in a D2C business
- Proven track record of leading a Customer Service team through periods of significant growth and change
- Proven leadership experience with ability to work cross-functionally and to develop, motivate, inspire and influence teams to deliver targets.
- Strong empathy for customers, exceptional “can do” attitude and a passionate customer-first focus
- Good technical understanding and strong interest in continuous improvement tools and techniques
- A confident and articulate communicator capable of inspiring strong collaboration in the organization
- Fluent in English (other languages are a bonus)
- Omni-channel experience is a plus
Personal competencies
- A passionate customer-first focus
- A strong ability to define a vision, communicate it and through collaboration with the rest of the organization, implement it to achieve the desired result
- Commercial, results-driven and analytical with an ability to deliver results through own work and by motivating and leading others
- Strong analytical skills and ability to leverage analytics to improve the customer experience.
- A curious, inclusive and committed leader who has a willingness to contribute with knowledge and energy
Finally, and as always at Peak Performance you are a true team player and match our values of Togetherhood, Passion and Winning Spirit.
Interested?
Apply with CV or Linkedin as soon as possible, we are eager to get to know you!
