Department: Customer Services Department
Reporting to: Director of Customer Services and Aftersales.
Role Purpose: Wholesale Coordinator, Retail, Press, and Marketing/ Reporting
Nature and Scope of Position:
The Reporting and integration coordinator is responsible for proving ongoing support to the Cs & aftersales director in relation to reporting, numbers and collection managements.
The key success factors in this role are excellent attention to detail, the ability to multi-task and to remain flexible when under pressure and with shifting priorities.
The Customer Services function is the backbone of the Jimmy Choo Commercial and Operational departments. The Customer Services department is the central point of contact for all sales and delivery requests for our retail stores, wholesale customers, distribution partners and franchisees. The role will involve working closely with the Retail, Marketing teams Globally, the International Commercial Sales teams, our Sourcing and Production and logistics team teams in Italy and Switzerland and other internal departments. The Retail order specialist should continuously endeavour to meet if not exceed customer expectations.
The Reporting and integration coordinator is based at the Head Office in London and reports to the Director of Customer Services & Aftersales.
Key Accountabilities:
- Full management of JOOR globally, coordinate all sales campaign in JOOR, ensure is all set up on time, including people access.
- Provide JOOR ongoing training
- Be the main JOOR contact and interact with JOOR to resolve issues and work on enhancements.
- Collection Calendar input in conjunction with Florence and merch
- Collection timing communication and management
- OET management of collection date mapping
- Participate weekly production meeting and publish retiming reporting globally on a weekly basis, including a summary to CEO and senior management
- Manage all the activity of date changes after production collection launch.
- Collection management order amendments/ cancellations
- Full account management for Press, Marketing, MTO, Cinderella, Special orders
- Main point of contact with Regional Retail teams for order queries, Regional events, and coordinate with Supply Chain to delivery on time
- Discarded units management
- Provide and monitor department budget spending and report to CS Director
- Reporting for CS Director
Qualification/Education
- Graduate calibre individual
- Language skills are an advantage in this role
Experience Required
- Experience within a demanding and challenging administration department preferably on an international level and advantageous if within the luxury sector.
- An understanding of Logistics and Supply Chain
- Customer Service Experience – preferably from seasonal fashion industry
- Ability to interface comfortably and effectively with employees at all levels within Jimmy Choo.
- Accuracy and attention to detail is paramount
- Ability to juggle and prioritise tasks, and meet deadlines under pressure
- The ability to work independently and take initiative
- Excellent organisational skills which ensure follow-through of tasks to completion
- Excellent communication skills and a positive attitude and ability to work in team
Particular skills & technical knowledge required
- SAP experience is useful
- Highly Proficient user of MS Office Excel
- Proficient user of MS Office Outlook (or another email system)
- Ensure delivery of results within tight deadlines
- Excellent communication and interpersonal skills
- Strong commercial awareness
- Ability to work in a fast paced environment, being flexible in approach to meet requirements
- Ability to learn new systems
Characteristics required
- Innovative, proactive and service driven. Obsessed with delighting customers and consumers with a “can do” approach
- Excellent organisational skills with the ability to multi-task and prioritise effectively
- A sense of urgency and an ability to deal swiftly with changing business and customer needs
- Team player with the ability to work on own initiative when required
- Transparent, consistent and committed