KERING EYEWEAR Customer Operations Process Development Manager

Kering Eyewear is the world leader in Luxury and Hi-End Eyewear (Frames & Sunglasses), developing a unique ensemble of powerful brands.
We design, develop, manufacture and market to customers and consumers, the most desirable frames and sunglasses in two fast growing segments: Luxury and Sport & Lifestyle.
Through our industry expertise, we empower our brands to go beyond their limits in this high potential business category, supporting their capacity to lead and innovate in Eyewear, to realize their artistic and financial potential, in the most imaginative and sustainable manner.

We are looking for a Customer Operations Process Development Manager to be included within our Multichannel Customer Operations team in Padua.

He/She will be responsible for the design and development of new processes in the Sales Operations, gathering requirements and suggesting solutions to the different business area (Markets and Channels), through analysis and design activities, in order to guarantee customer service excellence and maximize the business opportunity.

He/She will support the local teams in training and customer relationships management, through the coordination of dedicated resources.

• Leading the design and development of new requirements, transforming them in new operational processes

• Designing and developing the Multi-Channel Communication strategy based on the CRM system and the B2B web portal in line with the global Customer Service policies

• Ensuring the governance and development of all sales and customer relationship tools in line with the new business requirements

• Leading the planning and implementation of different projects

• Supporting the ITC implementation in all phases (design, configuration, test, training, post go-live)

• Leading the continuous improvement process by re-engineering, optimizing and integrating internal processes

• Organizing training sessions for the different areas, to maintain high standards in the system and processes knowledge

• Involving in staff recruitment and appraisals

• Identifying and addressing staff development needs

• Engineering degree

• 6+ years of work experience in a B2B customer service environment

• Experience in re-engineering customer service process

• Experience in a consultant company of advantage

• Good business knowledge of order-to-cash flows and contact centre management

• Good working knowledge of Office Pack (Excel, Power Point, Word)

• Good working knowledge of SAP and CRM tools

• Fluent English

• Experience in people management

• Customer-oriented

• Problem solving approach and focus on results

• Passion and enthusiasm

• Curiosity and innovation

• Planning and organizing

• Decision-making

• Communication skills

• Teamwork