Customer service manager

Job Purpose and Mission

To directly lead the 1st/2nd level customer operations and Data team. Remit focuses on customer service escalation for Licensees network and works closely with CRMs to deliver outstanding customer service. CS manager will lead root cause analysis, query resolution and liaison between 3PL and customers. Lead a best in class customer service team, mentoring and developing skills to provide 1st & 2nd line support. Proactively developing strategy and solutions to improve efficiency of support and take a lead in solving challenges not yet recognised by the licensee. Stepping in to take control of escalated situations with the licensee concerns front of mind – using CRMs (Customer Relationship Managers) for support and communication. To represent SCO (Supply Chain Operations) in daily sessions, Weekly S&OP session and more strategic NPP (New Product Process) and Virtual team meets. Oversight of Data projects and how these align with the long term network strategy and customer service experience.

Key Job Dimensions & Scope of Role

• Management role, ensuring that our stores and Licensees receive excellence in customer service from our lead logistics providers
• Lead the implement customer service engagement across CRMs (peers), licensee (customers) other SCO functions (sourcing & logistics)
• Oversight and leadership of c. 7 partners in the team (including one in another country).
• Represent SCO at an operational level with our licensees
• Cross functional engagement to deliver continuous improvement
• This role involves following existing processes, creating new ones all to enhance customer experience business wide
• Manages local and regional team members

Summary of Key Responsibilities

• Develop strategic and operational plans with the lead logistics provider(s) in line with Starbucks policy

• Set goals for direct reports plus aid the lead logistics provider (s) with setting overall direction for their customer service team

• Model a customer come first attitude, deliver legendary customer service

• Plan and manage department processes and practices

• Assess customer satisfaction and quality of service trends

• Lead oversight on customer service issues, logistics issues, credit and debit issues and complaints

• Where necessary, go beyond area of immediate responsibility, or escalate issues, while maintaining accountability to ensure appropriate follow through and resolution to achieve best results for customer and Starbucks

• Oversee training and development of partners directly and indirectly managed and make effective staffing decisions,

• Identify and communicate key responsibilities and practices to ensure direct reports promote a successful attitude, confidence in leadership, and teamwork to achieve business results

• Lead continuous improvement within team and outsourced Customer operations team to improve Customer satisfaction and become a world-class licensor;

• Cross functionally lead and where appropriate hold to account logistics providers for the customer services activities; measure performance, agree on action plan, approve invoices, and develop budget for this spend.

Knowledge, Skills, and Experience

• Retail experience (preferably with Starbucks)
• Requires 5+ years of relevant experience as a line manager (3 years) working in a partially outsourced service model
• Strong leadership, strategic thinking, and team buildings skills
• Excellent interpersonal/communication skills
• Ability to communicate at all levels within the organisation
• Leads adjustments to working methods and independently develops solutions to problems
• Customer Service experience.
• Explains practices, procedures, and policies to reach agreement with Customers, other functions and/or lead logistics providers
• IT/computer/database literate

This job description is only a summary of the typical functions of the role and is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties that may be required. Management reserves the right to amend the responsibilities, tasks, and duties of the jobholder as dictated by business requirements.

Starbucks is committed to building an inclusive and diverse workforce . All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.