Head of H&m Customer Service, Barcelona

Company Description

H&M’s Global Customer Service is an omni-channel and multi brand organization with focus on the customer dialogue throughout the customer journey. We are present in all online markets, where we serve both online and store contacts from all brands within the H&M Group. Today, Customer Service has around 3500 employees globally and has established 16 Customer Service Centres around the world. You will work in Barcelona, where you will be supported by a young, dynamic, and international team. In our Center in Barcelona, Spain, there are around 250 colleagues that take care of H&M’s customers for 9 different countries and in 6 different languages.

**Job Description**:
**As a Customer Service Centre Manager, your main task is to lead and have the overall responsibility of the H&M Group Customer Service Centre in Barcelona. You will be expected to**:

- Lead the Centre according to our shared Values and the Customer Service Vision.
- Lead a team of managers from different specializations in order to drive goals forward.
- Guarantee long-term staffing, employee development and engagement for the Centre.
- Represent and develop the H&M Group and the Customer Service function internally and externally.
- Implement and follow up on goals to achieve an efficient and quality customer experience throughout all service channels including voice, chat, social media and artificial intelligence.
- Analyze Centre performance and act accordingly.
- Ensure compliance with all safety, security, administration and legal procedures.
- Provide structured and relevant feedback to the business and cooperate with global departments within and outside of H&M Customer Service.
- Quarterly Travel to other centers to meet your global colleagues and take part of teambuilding events to develop yourself and others.
- Cooperate with the Regional and Global H&M Country Organizations.

**Are you a Leader looking for your next challenge?**

As Customer Service Centre Manager in Barcelona, you have the responsibility, together with your Team, of optimizing the level of Customer Service for the French, Italian, Greek, Portuguese, and Spanish omni-channel markets offered from your Centre. Your Centre Team consists of different disciplines: Operations, Controlling, HR, Training & Development and Security. You will play an essential role in leading and motivating the Centre Team to achieve our shared goals and business objectives. You will work together with an international team of fellow center managers and will be traveling quarterly to visit other centers for meetings and team days. Your main location will be in Barcelona, but there are also hybrid possibilities.

**Qualifications**:
You have a great interest in developing people. Without prestige, you enjoy letting your team be the center of attention whilst you actively coach and inspire them. You have a clear vision about and passion for customer service and how you want to develop this in the future. You are a good role model and have a fashion focused mindset. You enjoy ownership and developing long and short-term strategies and goals.
- You have experience in leading leaders.
- You have proven ability and experience managing, leading, and motivating a large team (+250 employees).
- Minimum of 5 years of Customer Service experience.
- You are outgoing, flexible, and work well under pressure.
- You have good analytical skills and are used to working with Key Performance Indicators.
- You look for improvement in both your own and others performance.
- You are self-motivated and self-managing.
- You are experienced in communicating in a clear, inspiring, and inclusive way to influence, empower and motivate others.
- You enjoy working in an international environment and possess excellent English skills. Spanish language skills are highly valued.
- You can work at least 45% of your working hours from our CS Centre in Barcelona.

**Benefits**
- As an H&M employee, some of the perks you can have are:

- 30% discounts on H&M Group fashion and other trendy products
- Never work on your birthday and still have the day paid for As well as receive a special discount of 50% off any H&M item
- An office located in the heart of Barcelona with a multilingual work environment
- The possibility to adhere to our unique Hybrid Flex Work setup (working from home and from the office)
- Training and development that supports your professional development
- Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats
- Workplace celebrations and fun events
- More discounts with our Local Benefits Program

Additional Information

We encourage you to be yourself and respect others for who they are. Our diversity makes us strong and creates an inclusive and welcoming workplace where everyone’s individuality is highly valued. When a great mix of people come together and share their knowledge, experience and ideas, we can inspire and attract customers all over