eCommerce Customer Service Project Manager (Change & Optimisation)

Job Details

VF Corporation is looking for an outstanding eCommerce Customer Service Project Manager (Change & Optimisation) to join our multi-brand team based in Nottingham, UK.

Before talking about the role… you may ask “Just who is VF?”. Well, we are the global company behind some of the world’s leading lifestyle brands, such as Vans, Timberland, The North Face, Dickies Life, Supreme, Napapijri, Eastpak and Kipling.

VF is a global apparel company connecting people to the lifestyles they cherish through our family of iconic brands. At the heart of our journey lies our purpose: We power movements of sustainable and active lifestyles for the betterment of people and our planet. This is our purpose. It’s the reason we come to work every day. Our purpose unites us and leads us to pursue our goals, together. This is our calling.

Let’s talk about the role

As an eCommerce Customer Service Project Manager (Change & Optimisation), you don’t just embrace change, you lead it. Ensuring our associate & customers are at the heart of everything you do, you are always looking for opportunities to progress the services we offer, improve the associate & customer journey, & adopt lean techniques to drive efficiencies. You champion associates & customers through effective onboarding of organisational projects into eCS. You utilise your outstanding skills to lead multiple projects, change programmes & initiatives for the eC function.

Primary Responsibilities:

  • Come to work each day as your individual & authentic self, demonstrating organisational guiding principles & purpose alignment
  • Build strong working relationships with key stakeholders across the business adopting a collaborative approach
  • Manage multiple projects & initiatives simultaneously, utilising strong organizational & time management skills, to ensure milestones & positive outcomes are consistently achieved
  • Proactively identify opportunities to optimize & automate, driving more effective working & continuous improvement
  • Amplify the voice of the associate & customer across the business, ensuring a customer-centric approach
  • Identify & remove pain points to drive a seamless experience for associates & customers
  • Lead eCommerce Customer Services issue management, troubleshooting & problem solving
  • Adopt a robust change management methodology to ensure change initiatives land positively & are fully embedded into operational practices
  • Keep up to date with disruptive technologies, trends & advances within Customer Service, making recommendations to key stakeholders on advancement opportunities
  • Demonstrate inspirational leadership to drive performance achievement & ensure team members are supported to realise their full potential – in their role & beyond.
  • Create a people first, collaborative team culture, ensuring successes are celebrated & development opportunities identified & effectively supported

How you’ll make a difference…

  • Demonstrable experience of multi-project management & effective change leadership, with sound knowledge of project management techniques & methodologies (i.e., waterfall, agile)
  • People-first approach and a passion for customer service excellence
  • Strong stakeholder management & negotiating skills, with the ability to influence across organisational boundaries
  • Ability to challenge the status quo, demonstrating passion, drive, & resilience
  • Demonstrable technical orientation & a strategic, systems thinking approach
  • Collaborative team player with strong communication skills & emotional intelligence acuity
  • Exceptional issue management, problem-solving & troubleshooting skills, adopting a proactive, positive & solution-oriented approach
  • Excellent self-management, organisation & time management skills with the ability to consistently deliver to a high standard in a fast-paced environment
  • This pivotal role offers an exceptional opportunity to make a difference to our associate & customer experiences in a multi-brand, ever-evolving digital environment.

What’s in it For You

We’re in the business of unleashing human potential, driven by the ideas, energy and commitment of our people. That’s why we offer comprehensive benefits that encourage mental, physical and financial well-being for all VF associates. When it comes to benefits, we’re the total package.

  • 50% staff discount on all our brands
  • Flexible / Hybrid working
  • Career ownership, enabling you to build your knowledge and experience
  • A supportive feedback-based culture where respect and integrity guide us in what we do
  • An inclusive environment where people of all backgrounds and lifestyles work together and express their true selves
  • Fantastic health and wellbeing benefits; we are also a “Time to Change” employer, committing to ending mental health discrimination in the workplace
  • Pension Scheme
  • Free to Be, Inclusion & Diversity

As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, allowing them to bring their authentic selves to work every day.

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