Workforce Planning Manager, LuxExperience
Performance bonus schemes dependant on the type of role you are in
Office located in Charlton, London
Digital, multi-brand luxury group
Job no longer available
Digital, multi-brand luxury group
201-500 employees
Job no longer available
Performance bonus schemes dependant on the type of role you are in
Office located in Charlton, London
201-500 employees
Company mission
To create communities for luxury enthusiasts with unique digital and physical experiences.
Role
Who you are
- Dynamic and a team player with strong communication skills
- Thrive in a fast paced, challenging environment
- Self- motivated, proactive and energetic
- Extremely data proficient with Power BI, SQL (or equivalent) and advanced Excel skills
- Investigative mind and solution focused, able to work autonomously
- Commercial acumen and accounting ability
- Experience working in a similar role with internal and external workforce
- Demonstrated excellent planning skills, with at least one year of working in a project management role (desirable)
- Experience Level: Mid-Senior level
What the job involves
- Operations are now seeking a talented Workforce Manager to join the Customer Care Team
- The position will be responsible for one Data Analyst
- Definition, standardization and publishing of KPIs, Service Levels, reporting models as well as identifying new criteria for measuring operational effectiveness across Customer Care
- Supporting the Global Customer Care Operations in monitoring KPI’s, such as but not limited to AHT, SLA and ACR of internal and external contact centres
- Provide data, analytics, and resource management insight, to ensure staffing levels are appropriate to handle the incoming volumes, SALE readiness, while also meeting the needs of the business. (e.g., sales targets, campaigns, promotions, etc.)
- Measuring the efficiency and effectiveness of customer channels for both internal and external operations, analyze and provide proposals for optimizing channel distribution
- Verifying with external partners compliance with the forecasting communicated and Service Levels defined on a monthly, quarterly basis, as well as ongoing optimization on a continuous basis
- Defining the structure of new forecasting and reporting models in line with organizational and operational developments of Customer Care, aimed at increasing customer satisfaction and reducing AHT
- Controlling and monitoring costs through the invoicing validation process, partnering closely with the Global Planning, 1P and 3P Management Teams. Facilitating the communication of results achieved to the wider business
- Supporting the Technology Department in the possible development and maintenance of technical and operational data specific solutions aimed at optimizing the performance of services rendered to customers
- Overseeing the Customer Care monthly incentive pay-out task, whilst actively identifying ways in which we can streamline the process
- Responsible for the maintenance and driving improvements of Customer Care dashboards and reporting in PowerBI, essential for cascading performance by Leadership to the business
- Active participation in cross-functional projects, to ensure the development and continuous improvement of the processes and channels used to manage the customer base
- Performing ad-hoc data requests to meet the operations teams needs
- Reporting into: Global Head of Continuous Improvement
Application process
- Please apply with a CV
Salary benchmarks
Our take
LuxExperience is a global digital luxury group with ambitions to reshape how luxury is experienced online. And since its rebrand in 2025 following its acquisition of YNAP, LuxExperience has set out a clear goal: to build a customer-first luxury platform that combines scale technology and curation.
The group's strength lies in its portfolio of distinct but complementary brands. Mytheresa serves high-end, wardrobe-building luxury clients, while NEt-A-Porter and Mr Porter focus on fashion-forward womenswear and menswear. YOOX complete the picture as the group's off-price destination, offering past-season designer fashion. Together, these brands covers a wide range of luxury categories and create experiences that extend beyond simple transactions.
LuxExperience is already making its mark too, with Mytheresa delivering strong growth and early signs of recovery at Net-A-Porter and r Porter. While the turnaround is still in progress, the company's direction is clear. The Group isn't just aiming to grow, but to become the leading digital home for luxury enthusiasts worldwide.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
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