Take MR MARVIS' Customer Experience to the next level!
Vereiste ervaring
2 jaar
Opleidingsniveau
Geen
Standplaats
Amsterdam
Aantal uur / periode
32/40 uur per week
Salarisindicatie
Nader te bepalen
MR MARVIS Global Holding B.V.
MR MARVIS, gevestigd in Amsterdam, is een snelgroeiend kledingmerk dat volledig toegewijd is aan het ontwerpen van de perfecte shorts en broeken voor mannen.
Take MR MARVIS' Customer Experience to the next level!
MR MARVIS is a fast-growing shorts & trousers brand for men with the mission to make people feel marvellous and share positive energy around the world. We do so by creating iconic designs, offering best-in class service and driving conscious decisions for people and planet. Since the start of MR MARVIS as an online-only brand in 2016, we rapidly expanded our online presence across Europe. More recently, we opened flagship stores in Amsterdam and Antwerp with more to come. As a clothing brand, we take responsibility for the impact we have on the world. Therefore, we are currently in the process of becoming B Corp Certified, the leading certification for commercial companies that use their business as a force for good. Timeless designs, conscious choice of materials and local European production (handmade in Portugal) is ingrained in our brand’s DNA.
About the job
MR MARVIS is looking for a full-time dutch speaking Customer Experience Manager to lead our Dutch Customer Experience team and serve our customers in The Netherlands the best possible way. The Customer Experience team of MR MARVIS consists of talented and motivated people who are committed to our high standard of service. We see every moment of contact as an opportunity to make the customer smile. You will be managing 20 agents in your team, who are supporting our customers over various channels (mail, phone, chat, social media). Because we are constantly growing, you get the opportunity to hire more people for your team - this is great in terms of gaining and developing your management experience. You are quick in recognising and analysing problems and are thorough at finding solutions. Also, you will look for creative ways to delight our customers and go beyond standard customer experience (e.g. sending little gifts, handwritten notes and creating videos), making every pre- and post purchase touch moments one to remember. This role requires a precise and positive work ethic, excellent communication skills (verbal/ written) and a high-level of understanding of many things: the needs and expectations of our (potential) customers and everything there is to know about MR MARVIS (products, policies, processes, fulfilment operations). We are looking for a role model that has the ability to inspire and build the Dutch Customer Experience team and improve our overall customer experience. Because MR MARVIS is a fast growing fashion brand and is evolving rapidly, the opportunities to learn and grow professionally are constantly there.
- Managing, expanding and developing the Dutch Customer Experience team incl. shift scheduling, hiring, planning, tracking the performance of your team-members and providing feedback;
- Helping clients with incoming questions/ comments/ issues across all channels: mail, phone, chat, social media;
- Coming up with creative ways to surprise and delight our customers; Representing the ‘voice of the Dutch customer’: pitch & implement ideas on how we can improve our overall customer experience depending on the needs of the Dutch (& Belgian) market;
- Creating processes, manuals as well as trainings for Customer Service agents to improve the customer experience on an ongoing base (measured through ‘Net Promoter Score’);
- Project based responsibilities, for example improving the overall Customer Journey.
Dit is wie je bent
- 1-2 years experience in a consumer facing role (e.g. customer service, sales or hospitality);
- Experience with managing a team is a big plus;
- Graduated from Higher Professional Education or University Education;
- Highly proficient in spoken and written Dutch as well as English; French, Danish, Spanish,
- Italian speaking is a plus;
- You are enthusiastic, empathetic and easy to talk to;
- You are proactive and always strike for process improvements in order to deliver the absolute best customer experience.
Please, note that this role is a full-time position in Amsterdam and requires a high level of Dutch skills, spoken and written.
Dit is wat je krijgt
- 25 vacation days;
- A pension scheme, because later is also important;
- Daily fresh lunch served at the office;
- Training, both in-house and external;
- An annual personal budget that can be used for professional-development;
- Free access to wellbeing resources like OpenUp and Headspace;
- Personal wellbeing budget to spend on your physical health, healthy food and wellness;
- treatments through ClassPass;
- A brand new office near the Amstel Hotel;
- Working in an international team at a fast-growing scale-up;
- Cool team events and Friday afternoon drinks.
MR MARVIS is an equal opportunity employer. We are committed to nurturing an inclusive environment for all current and potential employees. A diversity of backgrounds, cultures, and perspectives is essential in helping us maintain our momentum. So no matter where you’re from, who you love, or what you believe in, we welcome you to be your true self at MR MARVIS.
Work Talks
Wil je een stap vooruit zetten in je carrière? Ben je op zoek naar meer dan alleen reguliere coaching? Bij ons, Vacature Via, kun je dan in gesprek met 1 van onze experts.
Is deze job
perfect voor
jou?
Klinkt deze functie als muziek in je oren en wil jij graag hier werken? Of ken jij iemand die perfect is voor deze job? Klik dan snel op een van de onderstaande buttons! #yousnoozeyoulose
Jammer, deze vacature is verlopen!
Je kunt niet meer reageren op deze vacature.
