Vacancy details

Brand
Vacancy title
Consumer Relations Senior Manager
Ref
19491
Function
Sales
City
Tokyo
Salary
Competitive
Closing date
30/06/2020
Description

Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 120 countries with the core brands Triumph® and sloggi®. Globally, the company serves 40,000 wholesale customers and sells its products in 3,600 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the Business Social Compliance Initiative (BSCI).

Learn more about Triumph on:

www.triumph.com

www.linkedin.com/company/triumph-international/

 

PURPOSE OF THE JOB 

Contribute to consumer satisfaction and develop consumer loyalty through excellence in a coherent and consistent service approach at all points of contact. Being responsible for management and leadership in processes of the continuous improvement in customer experience, i.e. Sales Training team and Customer Service (Call centre) team.

 

GENERAL DUTIES and RESPONSIBILITIES

  1. Corporate consumer service guideline
  • Develop and maintain service guidelines to ensure a coherent service level at different points of contacts both before and after consumer purchase
  • Learn market trends and benchmark our consumer service to ensure that our service delivery will match consumers' expectations
  • Constantly adjust our service proposition to answer consumer satisfaction with company best interest and profitability in mind
  1. Lead a training team with a focus on Area Managers & Fashion Advisors development
  • Define training strategy that support company sales/service objectives
  • Manage, develop and eventually recruit training members
  • Identify and assess areas of improvement in consumer experience management both short-term and long-term
  • Lead a sell-out performance culture change in the organization
  • Develop and improve training platforms and programs that would efficiently increase our staffs productivity, lead to a better consumer experience and increase satisfaction ratings while improving company profitability
  • Manage budget, costs and investments in line with company guidelines
  • Communicate with all company leaders, so they support a training strategy as a key opportunity
  1. Call centre management
  • Define the most efficient and cost performing centre model structure for Triumph
  • Adjust our service level response to consumer satisfaction requirements
  • Build a budget and define performance KPI's. Review cost and service level.
  • Review and adjust if necessary current guidelines & methodology
  • Review team performance if in-house model is preferred. Monitor our outsourced partner performance if this model is selected.
  1. Consumer feedback process ownership
  • Define processes to gather feedback from consumers through different channels (i.e. POPs, Call centre, voice of customer surveys, comments on e-Commerce sites, etc.)
  • Develop and maintain intra-company feedback/improvement process and communication
  • Systematically collect consumer feedback and communicate it to the organization
  • Engage Senior Leaders to build action plans to reflect consumers expectations, monitor leaders engagement and track deviations

 

Required skill & competencies

  • Strategic agility and ability to set long term vision
  • Hands-on, acting manager
  • Excellent communication, collaboration, and organization skills
  • Retail mindset
  • Self-motivated
  • Results oriented for both its own division and company sales performance
  • Ability to pay attention to details and connect those to the bigger picture
  • Business understanding
  • English
  • University Degree

 

 

We offer an opportunity in a fast paced organization which gives those looking for a challenge the possibility to grow with the company and shape the future.

We are a family owned company with strong values, operating at a global level with key markets in Germany, Japan and China - where our iconic brands, Sloggi and Triumph, continue to delight our consumers.

Triumph Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

If you are seeking a great opportunity to develop your career, please send us your application letter and CV in English, diplomas and expected salary range by clicking on Apply.

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