Omnichannel Customer Service & Aftersales Supervisor

Omnichannel Customer Service & Aftersales Supervisor

Nature & Scope of the Role

The Omnichannel Customer Service & Aftersales Supervisor supports the Omnichannel Customer Services Manager in overseeing the end-to-end post-purchase customer journey. This role is responsible for ensuring exceptional service delivery, operational efficiency, and process consistency across customer service and aftersales functions.

Key areas of responsibility include:

• Managing aftersales operations and customer cases
• Supervising service delivery across internal and outsourced teams
• Supporting digital innovation and customer experience initiatives
• Driving continuous process improvement
• Providing line management and development support to direct reports

Key Responsibilities

Aftersales

• Manage all eCommerce aftersales queries, including product assessments, repairs, exchanges, and write-offs.
• Coordinate with warehouses, repair centres, factories, suppliers, and internal teams to ensure timely resolution of cases.
• Accurately record all aftersales activity within the aftersales portal.
• Review, recommend, and implement process improvements to enhance efficiency and ensure customer delivery commitments are met.
• Serve as the primary point of contact for external aftersales partners and stakeholders.
• Produce and distribute weekly and monthly aftersales performance and spend reports.
• Analyse recurring aftersales issues and identify opportunities to improve the customer experience.
• Deliver training to Customer Service and Warehouse teams on aftersales policies, procedures, and best practices.

Customer Service

• Support the Omnichannel Customer Services Manager in reviewing and enhancing customer service processes, policies, and procedures.
• Maintain and update the customer-facing Help Centre and Zendesk Knowledge Base to ensure content is accurate, clear, and aligned with company policies.
• Develop and maintain standard response templates across customer channels and interaction types, ensuring alignment with brand tone of voice.
• Partner with multilingual Customer Service teams and contact centre management to ensure a consistent customer experience.
• Support Quality Assurance (QA) initiatives, including: QA strategy development Agent performance evaluations Calibration sessions with contact centre teams
• Analyse customer contact trends and support initiatives aimed at improving service and reducing escalations.
• Monitor and report on Customer Service KPIs and drive performance improvements with internal and external stakeholders.
• Act as an escalation point for complex customer queries and ensure escalation processes are clearly defined and followed.
• Support cross-functional projects and strategic initiatives, including operational readiness, communications, and implementation planning.
• Collaborate with the Omnichannel Customer Services Manager and Omnichannel Operations Manager on sensitive or highly escalated customer cases.

People Management

• Line manage the Customer Service & Aftersales Assistant.
• Provide day-to-day coaching, guidance, and development support.
• Set clear objectives and performance expectations.
• Conduct regular one-to-one meetings and contribute to formal performance reviews.
• Foster a positive, collaborative, and high-performing team culture.
• Act as a role model for customer service excellence and brand values.

Experience & Qualifications

Essential

• Proven experience within Customer Service and Aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments.
• Strong experience managing customer complaints and escalations.
• Technical product knowledge and experience working with repair centres, factories, or manufacturing partners.
• Strong understanding of eCommerce operations and omnichannel customer journeys.
• Experience working with contact centres and distribution centre operations.
• Advanced Microsoft Excel skills and experience producing operational and performance reporting.
• Experience using Zendesk, including: Reporting Workflow configuration Knowledge base management
• Demonstrated ability to improve customer service and aftersales processes.
• Excellent written and spoken English.

Desirable

• Previous people management or supervisory experience.
• SAP experience.
• Experience with AI-enabled customer service tools and digital support channels.
• Additional language skills.

Key Skills & Competencies

Leadership & Collaboration

• Confident people manager with coaching and development experience.
• Strong team player who builds effective relationships across functions.
• Flexible and collaborative approach when working with internal and external stakeholders.

Analytical & Commercial

• Commercially aware with strong analytical capabilities.
• Comfortable using data to identify trends, make recommendations, and support decision-making.
• Quality-focused with strong attention to detail.

Customer Focus

• Passionate about delivering exceptional customer experiences.
• Skilled at handling complex issues with professionalism and empathy.
• Customer-centric mindset with a commitment to brand standards.

Communication & Organisation

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Highly organised and able to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to take ownership and drive issues through to resolution.

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The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [email protected].

In compliance with certain Pay Transparency laws, employers are required to disclose a compensation range. The range for this position will vary based on role requirements, skill set, and years of experience. Please note that for salaried roles, the figures reflect full-time equivalency, while for hourly roles, the figures represent the applicable hourly rate.

Compensation Range: