Team Manager (UK & Nordic Countries)

David Kennedy Recruitment is working with one of the world's leading international fashion house who is seeking to onboard a Team Manager for their Brussels office.

Position: Team Manager (UK & Nordic Markets)

Location: Brussels, Belgium

Employment type: Full-time

Remuneration: Base salary & bonus.


DUTIES AND RESPONSIBILITIES:

Manage a team of Client Advisors who are responsible for responding to client calls & emails, handling phone and online orders as well as performing clienteling technique
Provide support to your team by delivery ongoing coaching & assessing training and development needs
Collaborate with the Training team to create tailored individual action plans for improvement
Provide new advisors with immediate and adequate training and orientation meanwhile putting a focus on particular on policies, processes & product expertise

Attract, recruit and develop new talents for the business as well as deliver succession plans in close collaboration with the Client Service Manager
Develop both individual and team goals while proactively reviewing and managing performance outcomes against expectations
Lead and push the team for best business outcomes by fostering a positive & healthy work environment as well inspire cooperation within and between all teams
Carry out performance appraisals and review calls quality in order to assess & address improvement needs such as scripts, processes, etc.

Provide support to the Client Service Manager in successfully reaching business objectives as well as delivering projects and initiatives (e.g. reporting, sales analysis & product training)
Build long term Client relationships by using all different clienteling tools available efficiently
Put a client-centric approach to all your operations in order to ensure best levels of Client experience as well as proactively manage Client-related situations

Lead the team to navigate successfully through corporate strategy and ensure all relevant business information is shared adequately (animate morning briefings, training)
Make product recommendations and provide qualitative feedback based on local expertise about the market and Client needs thus capitalising expertise and knowledge within the team for the best outcome

Develop and implement action plans to boost business outcomes & optimise product performance as well as leverage clienteling, coaching and group animation
Handle the flow of inbound & outbound calls on a day-to-day basis and make necessary adjustments
Implement and communicate efficiently policies, brand standards & guidelines.


REQUIREMENTS:

Previous experience in management preferably in a contact centre or service centre environment (BPO) and within the luxury industry

Native/Fluent in English, both written & spoken.
Fluency in a Nordic language such as Swedish, Norwegian, Finnish or Danish is preferred

Demonstrated experience with forecasting volume and schedule creation
Strong skills in communicating and influencing across organisation levels as well as with internal and external partners

Ability to handle ambiguity easily in order to resolve service level issues and
to operate successfully in an ever changing environment

Excellent analytical and quantitative skills as well as full proficiency with MS Excel
Outstanding interpersonal skills and capacity to provide constructive professional feedback
Flexibility to work shift based working pattern which includes Saturdays, Sundays and National Bank Holidays.


BENEFITS:

Excellent remuneration package based on experience, skills and performance
Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential
Performance bonus
Relocation Support