Consumer Relations Team Leader

Customer Service Team Leader (12 Month FTC)

At Deckers Brands we don’t just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential.

We want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive. We will offer you a generous employee benefits package, as well as health, wellness, and career development support.

COME AS YOU ARE

We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people—in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be.

The Role:
As the Customer Service Team Leader for Deckers in EMEA, you will support the day to day operations of the team across our 3 main brands: UGG, HOKA and Teva. You will work in collaboration with the Customer Service Manager, to ensure all daily tasks are completed efficiently and effectively. This includes but is not limited to; handling all customer queries and managing direct touchpoints across various channels such as retail, online, social media, as well as our outsourced partner.

You will play an active role in growing and developing the Consumer Relations team, working closely with the Customer Service Training team to identify training needs to build and support a passionate, consumer centric and brand focused team.

This is a temporary position, requiring fluency in oral and written English & German.

Your Impact:

- Customer Focus: Own your account base and lead by example to promote a customer focused environment across the team
- Order Book Conversion: Be aware of monthly forecast figures, and work collaboratively with various teams across the business such as credit control, warehouse and distribution and the sales teams to maximise order book conversion in line with Deckers and customer expectations
- People Management: Support the Customer Service Manager with the day-to-day operational tasks of the team. Help support the morale, engagement and learning within the team to provide a people focused environment
- Performance Management: Own and monitor team and individual performance, taking corrective action where necessary through one to ones and coaching
- Brand Partner: Act as a brand ambassador for UGG in EMEA - partner, advocate and be a brand expert
- Continuous Improvement: Promote a proactive not reactive environment within Customer Service, constantly looks at how we can do things better to improve processes and learning

Who You Are:

- You are eager to learn and inspire other to do the same with a flexible but hands on approach
- You are a self-starting team player, able to lead a team through empowerment
- An approachable person with excellent communication skills, with both your team and stakeholders across the business
- Comfortable with receiving and delivering feedback
- You can make timely, solution focused decisions when owning multiple projects
- You show empathy and professionalism when dealing with issues or escalations from Customers

We would Love to Hear from People with:
Experience being a pro-active member of a Customer Service team
- Some experience supporting with training of a team is a plus
- Experience working effectively a complex global organization with diverse and unique customer needs and expectations
- Experience in using Oracle software systems is a plus
- Fluency in oral and written English & German is essential for this role

What We Will Give You: (not all applicable for every role)
- Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
- 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
- Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
- Growth and Development - Deckers Brands was built on the idea of pursuing passion. That’s why we offer extensive opport