At Mango, we are looking for a Customer Service Senior Manager to lead the implementation of customer service strategies, manage teams, and leverage technology to improve service quality. The role involves developing and implementing customer service policies, team leadership, service operations management, technology and innovation, crisis and issue resolution, customer advocacy, compliance and ethics, budget and cost management, and future planning.
Requirements
University degree in Administration, Business Management, or related fields.
Experience in managing Contact Center operations (Customer Service & Sales).
Knowledge of metrics and statistics, with the ability to apply them to operational improvements.
Experience in team management and process improvement.
Basic knowledge of process automation and the use of technology for contact optimization.
Experience in quality management and audit implementation.
Fluent English; French is a plus.
Benefits
Flexible schedule (from 8:00/9:30 a.m. until 5:00/6:30 p.m.), intensive shift on Fridays (from 8:00/9:00 a.m. until 2:00/3:00 p.m.) and most of the bank of holidays
Flexible Work Model: combination of working home and from the office
Discount on all our lines (Woman, Man, Kids, Teen & Home) as well as an invitation to our sample Market to renew your wardrobe twice a year
Canteen and kitchen service at the head office. The company subsidises part of the daily menu, as well as for all the cafeteria products.
Flexible remuneration with tax advantages: medical insurance, training, canteen discount, childcare, etc.
Free company transport from Barcelona and Vallés
Constant development opportunities with a variety of themes that generate on-the-job learning and specific courses depending on your needs.
Workshops, meetups, practice communities, team buildings events and company meetings on digital transformation, fashion and other team activities
In-house medical service, physiotherapy service once a week, fitness room and changing rooms at our headquarters
