PVH Customer Care Manager

About PVH

PVH is a global fashion group with a distinguished heritage, best known for shaping iconic brands such as Calvin Klein and Tommy Hilfiger. As an employer, PVH offers a dynamic, international environment where creativity, commercial excellence, and responsible growth converge. The company values collaboration, inclusion, and forward-thinking talent, encouraging teams to challenge convention while honoring the cultural relevance of its brands. With opportunities spanning design, merchandising, retail, digital, supply chain, and corporate functions, PVH provides employees with the scale of a global enterprise and the energy of a brand-led organization committed to innovation, sustainability, and enduring consumer connection.

Role & Responsibilities

• Lead, mentor and develop a team of six Customer Care Representatives, ensuring consistent service excellence and individual performance
• Partner with the Head of E-Commerce to develop and deliver customer care initiatives aligned with commercial objectives
• Define and monitor customer satisfaction targets, analyzing CSAT metrics, dispatch rates and returns performance across owned and partner channels
• Manage Zendesk platform operations, including product ownership, workflow optimization and data interpretation to identify improvement opportunities
• Oversee daily customer care activities including email management, phone support, order processing and returns coordination
• Collaborate with warehouse, logistics and IT teams to resolve enquiries, manage order allocation and ensure timely processing
• Conduct UAT and QA testing for site updates impacting order management and customer care systems
• Develop weekly and monthly reporting dashboards providing business-wide insights into customer experience metrics and operational performance
• Plan resourcing and roster scheduling in alignment with seasonal volumes and business peak periods
• Investigate customer enquiries and partner with cross-functional stakeholders to ensure resolution within target timeframes

Qualifications

• 5+ years' experience leading a customer care team in a similar role
• Advanced proficiency with Zendesk, including ability to interpret customer experience data and optimize workflows
• Demonstrated experience with e-commerce platforms, tools and technologies (Magento, SFCC, SAP or equivalent systems)
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent communication and problem-solving capabilities with collaborative, team-focused approach
• Detail-oriented with strong organizational and process improvement skills
• Ability to effectively collaborate with cross-functional teams and external partners

Skills

Experience

5+ years in a similar customer care leadership role, managing customer service teams and overseeing customer experience operations within e-commerce or retail environments. Experience with fashion e-commerce and omnichannel retail highly desirable.

Education

Not specified

Benefits

Generous discounts on Calvin Klein, Tommy Hilfiger and Van Heusen brands; paid parental leave scheme; summertime hours schedule; corporate discount with Medibank; employee activities calendar; annual flu shot clinic; free Headspace meditation app membership; access to Employee Assistance Program; referral bonus

Culture

PVH fosters a dynamic, inclusive workplace where associates are encouraged to bring their authentic selves while shaping some of the world’s most recognized fashion brands. The company emphasizes collaboration, innovation, and accountability, offering a global environment that supports career growth and responsible business practices.

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.