Our vision is to establish HUGO BOSS as the leading premium tech-driven fashion platform worldwide and to be one of the top 100 global brands. At HUGO BOSS, we work as a team to apply our knowledge, skills and experience together and create a diversity of ideas and solutions. What unites us? We love fashion, we change fashion! At HUGO BOSS, you have the opportunity to contribute your personality, ideas and creativity - because only when we break new ground together can we create something unique. Become part of our team of more than 19.000 employees worldwide and shape your future at HUGO BOSS! Global eCommerce is the core of HUGO BOSS AG's E-Commerce activities. We ensure that hugoboss.com is a class-leading website, inspiring our customers and easily helping them to buy their HUGO BOSS products. To strengthen our continuously growing department we are looking for a Supervisor Retail Customer Care (m/f/d)who contributes to the business growth and focuses on customer satisfaction while working in a dynamic and international environment. A highly motivated team of experts is waiting for you. What you can expect:
* You are responsible for managing the day-to-day operations of the Retail Customer Care team across all communication channels (phone, chat, email, etc.), languages and business models, taking into account and adhering to SLAs and KPIs
* You provide advice and support to the team in all aspects of the business
* Take on complex cases with appropriate solution finding for both our end customers (direct contact) and internal and external partners and colleagues from the stores
* You proactively take charge of the further development of our processes
* You lead a sub-team of 4-8 employees, conduct performance reviews and act as a leader and coach in equal measure
* Recruiting and training of new employees and conducting trainings
* Organizational activities such as the creation of shift schedules, reporting, process documentation/knowledge database maintenance
Your profile:
* Successfully completed commercial training and several years of professional experience in a comparable position in customer service and / or retail
* First experiences in leading teams are an advantage
* Confident handling of common hardware and software (MS Windows, MS Offcie, browser, etc.), as well as experience with call center systems and SAP are an advantage
* Very good knowledge of English and at least one other European language such as German/French/Spanish/Italian/Polish and/or Dutch
* Strong problem solving skills with a proactive and innovative approach
* Analytical and structured way of working
* Focus on customer satisfaction and a strong service and solution orientation
* Willingness to work shifts, including weekends
Your benefits:
* We offer a competitive salary and attractive benefits, including vacation and Christmas bonuses, a mobility allowance / Deutschlandticket, an annual clothing allowance, a company pension scheme, and our SHIP share program.
* Made for Me: Enjoy the freedom of our flexible working models. With 'Threedom of Work', spend 3 days in Metzingen and 2 days working remotely. Benefit from our 'Me Time' program for personal time off and the option of 30 days of 'Mobile Work EU' annually.
* High-performing people need a healthy balance. Take advantage of the employee gym, a variety of sports activities, a 37-hour workweek, and 30 vacation days a year.
* Your personal development is important to us. We offer a wide range of training opportunities, both online at HUGO BOSS University and through external training providers.
* Exclusive discounts for shopping and arts: benefit from discounts for family and friends along with free entrance to more than 15 international art museums.
* Does innovation drive you? Same for us! This passion is reflected in our modern workplaces and innovative tools.
* Sustainability is one of our key values, and more than just a trend. We are committed to environmental, animal and climate protection, and human rights. As part of our commitment, we offer an environmentally friendly bus shuttle.
* We also place great importance to good taste when it comes to food. Welcome to our award-winning restaurant & café Times.
We are a global company with our employees representative of the world at large. Our inclusive culture embraces each person's authenticity and individuality. We are committed to equal employment opportunity. And we believe our equitable work environment helps unleash your full potential and inspires you to thrive.