Global Member Services Coordinator, Eu Operations

hace 3 semanas

Barcelona, España FABLETICS A tiempo completo

**Descripción del puesto**:
**TechStyle**
**OS** is currently looking for a
**Global Member Services Coordinator, EU Operations**
**.**

**TechStyleOS** is the globally integrated Operations and Services provider behind some of the fastest growing online fashion brands in history, including Fabletics, Savage X Fenty, JustFab, Yitty, ShoeDazzle, and FabKids.

You will support all
**4** of our brands:
**Fabletics**, focused on athleisure and created together with the actress Kate Hudson;
**Savage X Fenty,** our highly loved lingerie brands established together with Rihanna;
**JustFab**, our online subscription fashion retailer that carries selections of shoes, handbags, jewelry, and denim; and
**Yitty**, our shapewear brand reinvented by the singer Lizzo.

With offices in Berlin, London, Barcelona and headquarters in Los Angeles, we´re currently looking for a full-time
**GMS**
**Coordinator EU Operations** based in our
**Barcelona** office.

This position will report to the
**Director Site Operations**
**for EU.**

**Responsibilities**:
Strategic:

- Partner with Director GMS EU Member Experience & Site Operations & GMS EU Manager on day-to-day operations, projects and Ops performance enhancement short and long-term.
- Protect the reputation of the company and its brands and ensure all Ops actions are in alignment with our company policy
- Partner with EU Ops stakeholders to establish and formalize quality expectations for member interactions
- Drive and support cutting edge customer experience initiatives, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, loyalty, and innovation.
- Collaboration with the GMS EU Analytics team to enhance current Ops reporting to better fit EU Ops teams and GMS EU teams in terms of performance tracking.
- Support the GMS EU Member Experience teams to enhance Ops and develop data-based strategic projects that will enhance Ops Member Satisfaction and understanding.
- Close collaboration with the GMS EU Brand Coordination team to adapt and enhance Ops service to match EU Brands expectations and objectives.
- Oversee Day-to-Day Digital Service Operations

Tactical:

- Oversees the day-to-day operations in collaboration with GMS EU Manager, EU Operations
- Manage SMM/Reputation management from an OPS/team as well as tool maintenance point of view.
- Close collaboration with local Site OPSs (TL level) to push performance up and tackle any disruption.
- Coordinate with WFM about HC ad-hoc adjustment on daily and weekly basis.
- Serves as an escalation point for critical customer service issues and responsible for efficient resolution as it pertains to the customer experience.
- Report on key areas of performance metrics and evaluate current reporting measurements and makes continuous improvements as needed
- Develop and maintain weekly, monthly, quarterly, and yearly Ops reports for executive stakeholders
- Conduct regular meetings with our EU Ops teams ((huddle, tactical meetings, global Ops, TL, agent focus groups etc.)
- Taking care of testing and implementation of newly developed processes and tools in coordination with GMS EU Leadership team.
- Streamline and facilitate collaboration between Ops teams and rest of GMS EU departments through process & meeting optimization.

**Required Skills**:

- Bachelor's Degree or equivalent preferred
- Preferred experience working in a call center environment with an operational member service organization
- Shows the ability to influence key stakeholders across the company at all levels. Forges strong, diverse relationships in a matrix environment. Engages teams through his/her enthusiasm and excitement about the business. Celebrates with individuals and teams for achieving significant milestones and goals. A strong supporter of working with peers and other company advocates ensuring that buy-in and change occursStrong time management, prioritization, organisational, presentation and delivering skills
- Has profound linguistic skills and eloquence as well as the ability to use understandable terminology to explain complex issues to our Fashion/Fabletics consultants
- Project management or related skills
- Fluent in English and Spanish; basic understanding of a third language preferred
- Act proactively in taking appropriate steps to continue projects and address new tasks with mínimal direction from others. Creative and strategic thinker
- Shows adaptability and is able to solve problems creatively
- Patient, respectful and can work with diverse personalities and nationalities. Succeed within a fast-paced environment.

**What's in it for you?**

**Compensation**: We offer a competitive salary, discretionary annual bonus scheme, and company equity program.

**Holidays**: Relaxation is important That's why we have unlimited vacation days, plus 4 Fridays off during the Summer.

**Flexible working**: We embrace a hybrid working culture Our teams t

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