Michael Kors Assistant Manager, Consumer Operations

About Michael Kors

Michael Kors is an internationally recognized luxury fashion brand and lifestyle label, marketed globally across apparel, accessories and fragrances. As part of Capri Holdings, Michael Kors operates within a portfolio of premium fashion houses and emphasizes design-led product, elevated retail experiences and a fast-paced, customer-centric retail network.

Role & Responsibilities

• Manage EMEA Customer Service team infrastructure and projects to enable and inspire high-performing teams
• Guide and support consumer digital transformation and transition to digital-first communication, focusing on project delivery and continuous improvement
• Create a coaching culture where teams develop and reach their full potential
• Work closely with business stakeholders to recommend improvements and enhancements to the service proposition
• Support the contact center to provide best-in-class customer service and maintain expertise in service platforms
• Work with the Retail team to ensure consistent customer experience and provide support for click-and-collect and in-store fulfillment
• Provide reports to the business including contact center performance, sales performance, and consumer feedback
• Ensure team efficiency through staff training, preparation of guidance manuals, and implementation of performance metrics
• Develop internal quality tools to coach, develop, and train staff to maintain a single tone of voice
• Work closely with Logistics and store teams to ensure delivery targets are met and communicate customer impact accordingly
• Create and update training materials and enable knowledge transfer and tool adoption
• Coordinate with Head Office teams on product launch timing, pricing, policies, and promotions
• Communicate potential impacts to customers and troubleshoot issues in real time with distribution center and customer-facing teams

Qualifications

• Proven experience managing customer service operations and teams
• Experience delivering technical projects such as Chatbots, CRM integrations, and customer understanding tools (Qualtrics, Contentsquare)
• Knowledge of omnichannel customer service experience and contact center technology & KPIs
• Understanding of eCommerce and distribution business and systems
• Experience in process mapping and documentation
• Strong verbal and written communication skills
• Aptitude in Microsoft Office (Word, Excel, PowerPoint, InDesign)
• Service-oriented mindset with passion for customer satisfaction
• Intuitive problem-solving ability

Skills

Experience

Demonstrated experience in customer service operations management, technical project delivery, and omnichannel retail environments. Exposure to luxury brand customer experience standards is advantageous. Background in contact center management and digital transformation initiatives required.

Education

Not specified

Workplace

Compensation

The base compensation for this position ranges from GBP 47,000 to GBP 63,000 per annum.

Culture

Michael Kors fosters a design-driven, service-oriented retail culture that blends creative energy with commercial discipline. Teams work in a fast-paced, international environment where collaboration, attention to detail and polished client service are highly valued.

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.