Workforce Planning Manager, YOOX NET-A-PORTER
Performance bonus schemes dependant on the type of role you are in
Office located in Charlton, London
Online luxury and fashion retail business
Job no longer available
Online luxury and fashion retail business
1001+ employees
Job no longer available
Performance bonus schemes dependant on the type of role you are in
Office located in Charlton, London
1001+ employees
Company mission
To fully digitalise the high-end fashion industry.
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
YOOX NET-A-PORTER (YNAP) is a leading online luxury and fashion retailer, consisting of four multi-brand platforms, connecting customers with the world's most coveted brands. Following its recent acquisition by Mytheresa, YNAP will continue to operate under its distinct identity, with Mytheresa focusing on luxury and YNAP maintaining its broader multi-brand approach.
With 5.3M customers in 180 countries, YNAP takes a localised approach, tailoring its offerings to meet the needs of clients around the globe. From its offices across the US, Europe, and APAC, to joint ventures with Alibaba in China and Symphony Investments in the Middle East, YNAP ensures that its global reach is both personal and impactful.
At the heart of YNAP's vision is its Infinity 2030 strategy, a forward-thinking commitment to sustainability and a circular fashion system. Drawing on over two decades of data and insights, YNAP continues to push the boundaries of innovation to elevate the shopping experience for its customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Company HQ
Shepherd's Bush, London, UK
Leadership
Alison Loehnis
(Ad Interim CEO & President)Joined YOOX NET-A-PORTER in 2007 as VP of Sales and Marketing, since then they have held multiple President roles and have been serving as the Ad Interim CEO since 2022. They are also the Non-Executive Director of lululemon and an Ambassador for Women Supporting Women at The Prince's Trust.
Share this job
View 1 more job at YOOX NET-A-PORTER