Customer Operations Manager - NGGH++

Job Description

NEW GUARDS GROUPNew Guards Group is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony, and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global, and quick. Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy. We're redefining the way luxury is conceived, communicated, and shared. Where others see limits, we see goals.
NGG is part of the FARFETCH Group and recently created a spin-off business NGGH++ that will be a growth accelerator and an incubator of new ideas, brands, and businesses.
OFFICEOur new office in Via Turati is a strategic hub and home to all of the NGG staff functions. Turati is where the behind-the-scenes driving force of NGG is brought to life; this is harmonised with the archive exhibits of brand collaborations found throughout the office
THE ROLE NGG++ is looking for a passionate individual to lead the Key Account / Field Account Customer Operations team and provide those accounts with world-class support. You will be based in our new office in Via Turati, Milan and will report directly to the Customer Operations Director, while working closely with other functions to develop the seasonal plans for your area of responsibility and manage the performance of the business based on a set of clear metrics, in line with the business strategy. This is a unique opportunity to join a new team and be part of a new business model that will directly impact the growth of the business in Europe.

WHAT YOU’LL DO

• You will lead, coach, drive and inspire a team of Customer Operations representatives that will serve a large set of accounts (B2B) across all NGG++ brands
• You will develop excellent processes in order management, reservation & allocation, delivery planning, customer invoicing, and processing of returns.
• You're expected to build great working relationships with counterparts in Sales, Finance, Logistics, and IT to drive world-class support for our customers.
• In line with business strategy and in collaboration with cross-functional peers, you will lead the goal-setting process, manage the order book and delivery plans, and proactively track progress against goals within the season, to drive profitable, sustainable growth for NGG++.
• With partners across Sales and the Supply Chain, you will connect with key accounts to co-develop tailored supply chain solutions and build a strategic partnership.
• You will support the Customer Operations Director on projects and requests of the larger Operations team.

WHO ARE YOU

• You have a bachelor's or master’s degree.
• You have 5+ years of experience in Customer Operations leadership roles, at international consumer goods companies, and ample experience with team leadership and people management.
• Background in the sporting goods or fashion industry is preferred
• You have proven experience with project and change management and Lean methods.
• You are fluent in English and proficient in 1-2 other languages
• You bring ideas to the workplace and have the energy and drive to pursue them.
• You enjoy developing people, also towards roles in other parts of the company
• You have a tolerance for ambiguity and are able to make decisions with limited information.
• You have an optimistic and positive attitude and assume the best in others.
• You enjoy working in a multicultural environment and fostering diversity and inclusion.

REWARDS & BENEFITS

• Great compensation package (in consideration of your professional experience)
• Lunch tickets
• Discounts on all NGG brands and partners including FARFETCH and Browns
• Brand new headquarters located in the centre of Milan

EQUAL OPPORTUNITIES STATEMENT

• New Guards Group is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities

New Guards Group is looking for a Customer Operations Manager to join the Customer Operations team!