Brand
Vacancy title
Consumer Engagement Senior Manager
Ref
19576
Function
Sales
City
Tokyo
Salary
Competitive
Closing date
30/06/2021
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/

 

 

Our Sales Operations Department in Tokyo, Japan is looking immediately for a highly motivated

 

 

                                                                                    Consumer Engagement Senior Manager

 

Purpose of the Job

Build and lead a new division in Triumph Japan with the ultimate goal to increase consumer satisfaction by engaging all company divisions to create and deliver a positive communication and training material to our sales employees.

The role will support primarily Area Managers and Fashion Advisors with material and information to raise brand knowledge and increase engagement. The role will lead the Training team with the objective to use modern technologies such as E-Learning platforms and digital communication. Our internal Voice of Consumer tool will measure our service development progress in all sales channels (Retail, Department Stores, GMS and E-Commerce).

Also, the role will lead the Consumer Service team (call center) and look into current organisation and set up, to recommend the appropriate strategy. Feedback from Voice of Consumers and from Consumer Service team will be managed by this role, who will set appropriate actions and messages to be communicated to our consumers

 

Roles & Responsibilities:        

  1. Create a new environment where Consumers-Fashion Advisors-Area Managers are the focus point of all company activities. Engage all divisions (Product Development, Merchandising, Marketing, HR, Finance, Sales, Sales Operation, E-Commerce and CRM, etc…) to provide material to support our sales employees and develop a positive attitude and a state of the art service, in stores, online, and in any interaction with consumers.
  • Provide feedback to all divisions on what is necessary and what needs to be, to engage all employees on a virtuous consumer satisfaction driven approach.
  • Review internal existing tools (Triumph-UMU E-Learning Platform, Tempomatic), management of the tools, contents, and propose the most appropriate development to make sure that information or news are relevant and provide an efficient support to our Fashion Advisors.
  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 the 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 staff 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 call centre model structure for Triumph, i.e. in-house or outsourced partner, propose a plan and implement it.
  • 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 and continuously improve it.
  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

 

Your ideal profile:

  • At least 5 years team management experience
  • Strategic agility and ability to set long term vision
  • Hands-on, acting manager
  • Capacity to engage different leaders inside Triumph. Charismatic. Consumer driven
  • 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
  • Proficiency in English
  • Previous experience in people development, internal communication roles, corporate engagement positions

 

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.