Customer Service Manager - Luxury Retails | International export B2B
We are seeking a dynamic Customer Service Manager to lead my clients luxury goods division to distribute to our global network of clients and retail partners. This role offers the opportunity to oversee a high-performing team, in a fast paced environment, to drive operational excellence, and contribute to the continued growth of our international business.
The successful candidate will have previous experience in managing multilingual teams, luxury or fashion retail and procurement.
A strong understanding of logistic flows, International trade and export processes is necessary to perform successfully in this role. Ideally within retail or luxury. You will have proven success in leverage data analysis (Power BI and SAP) to generate actionable insights and reliable reports.
What You Can Expect in This Role
* Lead and manage the daily operations of the customer service department (12+ direct reports).
* Enhance the customer journey by improving engagement, ensuring satisfaction, and supporting sustainable growth.
* Develop and optimize customer service procedures, guidelines, and policies.
* Ensure a structured, priority-driven workflow that supports global distribution.
* Build team cohesion, communicate direction clearly, and manage market coverage effectively.
* Leverage data analysis (Power BI, SAP) to generate actionable insights and reliable reports.
* Recruit, mentor, and coach team members, fostering a culture of collaboration, empowerment, and excellence.
* Handle complex escalations, complaints, and queries with a solutions-focused mindset.
* Define and monitor KPIs such as revenue, service levels, and customer satisfaction.
* Collaborate cross-functionally with departments including planning, sales, marketing, finance, and regulatory affairs.
* Maintain strong working relationships with key stakeholders: customers, sales teams, finance teams, freight forwarders, and other supply chain partners.
Your Profile
* 3+ years' experience as a Customer Service Manager, Retail Manager, Procurement Manager, or Assistant Manager.
* Solid understanding of logistic flows, international trade, and export processes.
* Proven leadership experience managing teams in a fast-paced, international environment.
* Advanced troubleshooting, organizational, and multitasking abilities.
* Strong client-facing and communication skills with a customer-first mindset.
* Hands-on experience with SAP, Power BI, and reporting tools.
* Bachelor's degree in Business Administration, Supply Chain, or a related field.
* Excellent problem-solving skills, detail orientation, and ability to adapt in a changing environment.
* Strong team player, able to work across diverse cultures and regions.
Please ensure you complete all the qualifying questions if you have the relevant experience required to ensure you have the opportunity to interview.
Job Type: Permanent
Pay: €60,000.00-€66,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Company pension
* Employee assistance program
* Employee discount
* Private medical insurance
* Sick pay
* Store discount
* Wellness program
* Work from home
Experience:
* Team Management exp in a multinational company setting?: 2 years (required)
Work Location: In person