Jimmy Choo Omnichannel Customer Service and Aftersales Assistant

About Jimmy Choo

Capri is a global luxury fashion group that manages a portfolio of premium lifestyle brands. The organisation operates internationally across retail, wholesale and digital channels and is known for combining creative heritage with commercial rigor. As an employer, Capri positions itself as a fast-moving, brand-driven organisation within the luxury sector.

Jimmy Choo is hiring a full-time Omnichannel Customer Service and Aftersales Assistant for its London Head Office, Monday to Friday, supporting customer care operations, reporting, logistics, systems, repairs and team administration; the role has no direct day-to-day customer interaction. Availability for UK bank holidays on a rotational basis is required.

Role & Responsibilities

• Support the Omnichannel Customer Service and Online Aftersales teams in delivering customer care across all touchpoints.
• Provide operational and administrative support to the Omnichannel team, including logistics and shipping coordination.
• Assist with performance tracking, ensuring data is accurate and delivered on time.
• Maintain and update internal trackers, reports, process documentation and shared team resources for day-to-day operations.
• Support regular testing of website functionality and Customer Service content to maintain quality and consistency.
• Build working knowledge of Jimmy Choo’s omnichannel tools and systems, including the Aftersales Portal, SAP, Zendesk, Back Office and CRM platforms, and promote best practices across the team.
• Develop product knowledge from an aftersales perspective, including materials, product care, warranty and policies, to support internal service and escalation handling.
• Assist with shipment tracking, repair coordination, stock movements and other operational activities that support the department.
• Conduct competitor benchmarking and share insights with the wider Omnichannel team.
• Support the creation and maintenance of training materials, process guides and team documentation.
• Take direction from and collaborate closely with the Omnichannel Customer Service and Aftersales Supervisor, providing timely updates on progress, priorities and issues.
• Raise observations and process-improvement suggestions with the line manager, contributing to the optimisation of customer service workflows.
• Work within defined processes, escalation frameworks and quality standards, ensuring outputs are accurate, thorough and reviewed before submission.
• Coordinate and manage dispatch of gifts to clients.
• Provide general administrative and project support as needed.
• Availability to work UK bank holidays on a rotational basis is required.

Qualifications

• Strong interest in e-commerce, aftersales operations and luxury retail.
• A natural communicator and team player with a passion for delivering an exceptional client experience.
• Excellent attention to detail and an analytical, solution-focused mindset.
• Comfort working within defined structures and processes, with sound judgement about when to escalate to the line manager.
• Receptive to feedback and coaching, with a commitment to continuous improvement and professional development.
• Positive, proactive and self-motivated, with a willingness to learn and the ability to manage multiple tasks and meet tight deadlines.
• Highly organised, with strong administrative skills and a methodical approach to competing priorities.
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); confidence preparing reports, presentations and documentation.
• Comfort liaising with internal teams and third-party partners by email, phone and video conference.
• Outstanding written and verbal communication skills in English.
• Fluency in another European language is a plus.

Skills

Workplace

Culture

Capri cultivates a diverse and inclusive workplace that values differences and fosters professional growth. The environment is brand-focused and collaborative, balancing creative energy with commercial discipline typical of a global luxury group.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.