VF Corp

Role & Responsibilities:

Position Definition (Key Purpose of the Position):

The Assistant Manager, Customer Experience is responsible to manage the partnership and daily collaboration with the outsourced Contact Centre service provider. Focusing on 1-2 markets, the incumbent has dotted line supervisory responsibility over the outsourced contact centre team located in Malaysia and acts as the bridge between the team and other VF functions involved in E-com operations (such as Brand E-Com team, DC, Digital Hub, DT, Finance, VF Academy).

Key responsibilities revolve around facilitating daily communication and troubleshooting, coordinating trainings and preparation of key e-com events, ensuring service provided, measured through customer satisfaction scores, meets, or exceeds contractual and market standards, and pursue opportunities for cost savings through process optimization.

The incumbent should demonstrate a strong sense of initiative, customer centric mindset and analytical skills.

He/she will be responsible for an integrated team and required to collaborate closely with the icebreaker Asia team, Ecommerce team, Product Team, and Sales team to drive integrated marketing impact at brand and sales levels.

Key Result Areas:

• Develop SOPs and policies in partnership with Brands and ensure the outsourced team well executes against aligned disciplines.
• Closely collaborate with outsourced CS team leader to monitor service performance, KPIs achievement, QA results system issues and enhancement requests.
• Facilitate communication between service teams, payment providers, logistics providers and internal VF functions as appropriate, to ensure customer, system and process issues are resolved timely and effectively.
• Collaborate with Brands and Finance team to ensure revenue forecasts are provided timely to support manpower planning activities, especially before large e-com events.
• Coordinate with VF Academy to ensure product and Brand training is provided regularly and effectively.
• Analyze consumer experience data and leverage insights to recommend improvement actions.
• Produce weekly and monthly dashboards and present to Brand E-Com teams, highlighting both cost- and experience-related KPIs and opportunities.
• Collaborate with Digital Hub and DT, to ensure technology solutions are suitable for CS to operate.
• Lead continuous improvement projects where appropriate, to improve customer service efficiency and value creation.

Success Measures:

• Customer Service KPIs met or exceeded.
• CS policies and SOP in place.
• Project initiated and completed.

Competency Requirements:

Behavioral Competencies -

• Change and innovation.
• Influence
• Curiosity
• Self-motivation
• Ability to work outside of set routines and in complex matrices

Functional Competencies –

List down specific set of functional skills required to perform in this role

• Analytical skills,
• Communication skills,
• Microsoft Excel, Power Point and Tableau,
• Experience with CRM/CLM
• Project management is a bonus

Experience

Minimum Relevant Experience: 5 years in Customer Service, Customer Success/Experience

Minimum Supervisory Experience: 3 years

Academic Qualifications

Minimum Degree Held: bachelor’s degree.

Subject Expert In: communication, business management, marketing, sales

Language Proficiency:

Fluent in oral and written English and 2nd language (Mandarin, Japanese or Korea)

R-20240418-0005