Customer Service Senior Manager

Taking Fashion Further

At Mango we style everything we do with passion. Founded in Barcelona and with presence in over 120 countries, we inspire the world with creativity, innovation and authenticity.

Our multicultural team, is the driving force behind our success, connecting our unique style with people all over the world.

Your New Role:

Lead the implementation of customer service strategies, manage teams, and leverage technology to improve service quality, while aligning with business goals and ensuring a seamless and exceptional customer experience.

Your Main Responsibilities:

1. Customer Experience Strategy

Develop and implement customer service policies to enhance satisfaction and key metrics such as NPS, CSAT, and FCR across all platforms. Collaborate with teams such as product, logistics, and marketing to address systemic issues impacting the customer experience.

2. Team Leadership and Development

Lead and support customer care teams, focusing on training, performance management, and aligning team goals with business objectives to improve service quality.

3. Service Operations Management

Optimize customer service processes and manage staffing needs, ensuring efficiency and timely issue resolution, especially during peak seasons. Work closely with fulfillment and returns teams to improve resolution processes related to orders and returns.

4. Technology and Innovation

Oversee the use of AI, automation, and data analytics to improve service delivery and integrate new technologies with existing systems to streamline operations.

5. Crisis and Issue Resolution

Manage escalations and service disruptions, ensuring timely resolution and protecting the brand's reputation by addressing complex or high-risk customer issues.

6. Customer Advocacy

Represent customer needs in cross-departmental discussions and advocate for personalized, customer-focused service experiences. Use customer feedback to influence decision-making and product improvements.

7. Compliance and Ethics

Ensure compliance with Mango's policies, data privacy standards, and ethical use of AI tools to protect customer data and ensure fair service.

8. Budget and Cost Management

Manage the customer care department's budget and identify opportunities to optimize costs while maintaining high service quality, ensuring cost-effective operations.

9. Future Planning

Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion.

About You:

• 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.

Your Benefit

• Enjoy flexible working hours and a hybrid work model adapted to your needs. At Mango, we are committed to balancing work and home life.

• At Mango, the weekend starts at Friday lunchtime. We offer intensive working hours on Fridays and on the eves of public holidays.

• Plan your holiday leave according to your preferences. At Mango, we value your time and want you to enjoy every moment.

• As a member of the Mango team, you'll get a 35% discount on all our lines, so that you'll always be wearing the latest!

• Flexible remuneration package with tax benefits: medical insurance, training, catering and nursery programme.

• Free company transport from Barcelona and El Vallès.

• At Mango, we invest in your personal and professional development. Access a wide range of training courses, personalised mentoring, continuous development programmes and internal promotion opportunities that will drive you towards success. On a technical level, you'll be able to train yourself in the use of different technological platforms, and participate in workshops, meet-ups, practical skills communities, team buildings and company meetings.

• Think big! Mango offers you international opportunities in over 120 markets for you to broaden your horizons and grow with us globally.

At Mango, we believe in an inclusive culture where creativity and innovation inspire us to take fashion further, therefore, we are committed to providing equal opportunities for all, valuing each person's authenticity.