{"id":1173474,"url":"https://alion.io/job/jimmy-choo-omnichannel-customer-service-aftersales-supervisor","title":"Omnichannel Customer Service & Aftersales Supervisor","company":{"id":449880,"name":"Jimmy Choo","domain":"jimmychoo.com","url":"https://alion.io/company/jimmy-choo","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":32000,"max":34505,"currency":"GBP","period":"year","gross":null,"usd_annual":45842},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-09-24T09:27:38Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T16:50:58Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Omnichannel Customer Service & Aftersales Supervisor\nNature & Scope of the Role\nThe 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.\nKey areas of responsibility include:\nManaging aftersales operations and customer cases\nSupervising service delivery across internal and outsourced teams\nSupporting digital innovation and customer experience initiatives\nDriving continuous process improvement\nProviding line management and development support to direct reports\nKey Responsibilities\nAftersales\nManage all eCommerce aftersales queries, including product assessments, repairs, exchanges, and write-offs.\nCoordinate with warehouses, repair centres, factories, suppliers, and internal teams to ensure timely resolution of cases.\nAccurately record all aftersales activity within the aftersales portal.\nReview, recommend, and implement process improvements to enhance efficiency and ensure customer delivery commitments are met.\nServe as the primary point of contact for external aftersales partners and stakeholders.\nProduce and distribute weekly and monthly aftersales performance and spend reports.\nAnalyse recurring aftersales issues and identify opportunities to improve the customer experience.\nDeliver training to Customer Service and Warehouse teams on aftersales policies, procedures, and best practices.\nCustomer Service\nSupport the Omnichannel Customer Services Manager in reviewing and enhancing customer service processes, policies, and procedures.\nMaintain and update the customer-facing Help Centre and Zendesk Knowledge Base to ensure content is accurate, clear, and aligned with company policies.\nDevelop and maintain standard response templates across customer channels and interaction types, ensuring alignment with brand tone of voice.\nPartner with multilingual Customer Service teams and contact centre management to ensure a consistent customer experience.\nSupport Quality Assurance (QA) initiatives, including: QA strategy development Agent performance evaluations Calibration sessions with contact centre teams\nAnalyse customer contact trends and support initiatives aimed at improving service and reducing escalations.\nMonitor and report on Customer Service KPIs and drive performance improvements with internal and external stakeholders.\nAct as an escalation point for complex customer queries and ensure escalation processes are clearly defined and followed.\nSupport cross-functional projects and strategic initiatives, including operational readiness, communications, and implementation planning.\nCollaborate with the Omnichannel Customer Services Manager and Omnichannel Operations Manager on sensitive or highly escalated customer cases.\nPeople Management\nLine manage the Customer Service & Aftersales Assistant.\nProvide day-to-day coaching, guidance, and development support.\nSet clear objectives and performance expectations.\nConduct regular one-to-one meetings and contribute to formal performance reviews.\nFoster a positive, collaborative, and high-performing team culture.\nAct as a role model for customer service excellence and brand values.\nExperience & Qualifications\nEssential\nProven experience within Customer Service and Aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments.\nStrong experience managing customer complaints and escalations.\nTechnical product knowledge and experience working with repair centres, factories, or manufacturing partners.\nStrong understanding of eCommerce operations and omnichannel customer journeys.\nExperience working with contact centres and distribution centre operations.\nAdvanced Microsoft Excel skills and experience producing operational and performance reporting.\nExperience using Zendesk, including: Reporting Workflow configuration Knowledge base management\nDemonstrated ability to improve customer service and aftersales processes.\nExcellent written and spoken English.\nDesirable\nPrevious people management or supervisory experience.\nSAP experience.\nExperience with AI-enabled customer service tools and digital support channels.\nAdditional language skills.\nKey Skills & Competencies\nLeadership & Collaboration\nConfident people manager with coaching and development experience.\nStrong team player who builds effective relationships across functions.\nFlexible and collaborative approach when working with internal and external stakeholders.\nAnalytical & Commercial\nCommercially aware with strong analytical capabilities.\nComfortable using data to identify trends, make recommendations, and support decision-making.\nQuality-focused with strong attention to detail.\nCustomer Focus\nPassionate about delivering exceptional customer experiences.\nSkilled at handling complex issues with professionalism and empathy.\nCustomer-centric mindset with a commitment to brand standards.\nCommunication & Organisation\nExcellent verbal and written communication skills.\nStrong problem-solving and decision-making abilities.\nHighly organised and able to manage multiple priorities in a fast-paced environment.\nSelf-motivated with the ability to take ownership and drive issues through to resolution.\n-\nThe 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.\nAt 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 .\nIn 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.\nCompensation Range:\n32,000.00 - 34,505.00 GBP","description_format":"text","description_chars":6546,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods"],"lifecycle":[{"event":"open","at":"2026-09-24T09:27:38Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":18,"reasons":["conf:1","win:early"],"computed_at":"2026-09-24T18:29:10Z"},"pay":{"stated_usd_annual":45842,"is_top_pay":false},"html_url":"https://alion.io/job/jimmy-choo-omnichannel-customer-service-aftersales-supervisor","json_url":"https://alion.io/job/jimmy-choo-omnichannel-customer-service-aftersales-supervisor.json","meta":{"generated_at":"2026-09-24T18:29:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}