Customer Service Operations Manager

Our client is a global leader in intimate apparel known for its craftsmanship, innovation, and timeless design. They dedicate themselves to quality; unrivalled fit, technical craft & comfort without sacrifice whilst valuing to provide their customers with confidence, comfort & elegance.

We are seeking an Operations Manager to lead and support our EMEA team. In this pivotal role, you will oversee the customer service operations across the EMEA region, ensuring that our customers receive unparalleled support and that our team is equipped for success.

What you’ll be doing:

• Lead and manage the EMEA region to ensure high levels of customer satisfaction and operational efficiency.
• Develop and implement strategies to improve customer service performance metrics and exceed customer expectations.
• Streamline processes, enhance product offerings & maximise sales opportunities.
• Monitor and report on customer service operation KPIs based on client expectations, identifying trends and areas for improvement.
• Foster a culture of continuous improvement and excellence in service delivery.
• Ensure that the development of team members is paramount through the appropriate use of performance reviews.
• Design and develop programs and processes to support the company and team vision and values, through role modelling and coaching desired behaviours to deliver exceptional customer service and target achievement.
• Have financial awareness driving the campaign to success.
  

Requirements

What we look for:

• Proven experience as an Operations Manager in a customer service/e-commerce environment.
• Strong leadership skills with the ability to motivate and develop teams.
• Excellent communication skills in English; proficiency in another EU language is a plus.
• Analytical mindset with experience in setting and achieving performance metrics.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong understanding of CRM systems, with experience in process improvement methodologies.
• Passion for customer service and a commitment to enhancing the customer journey.
• Previous experience dealing with client management.

Benefits

What do we offer:

• Starting date: Based on Agreement.
• Contract Type: Temporary 6 Months (Possibility of extension into permanent).
• Working hours: Full Time (40 hours per week) Monday - Friday from 9 am to 6 pm
• Competitive base salary of €32,000 gross per annum in addition to:
• 6,60€/day meal voucher (132€/month).
• A commuting allowance of €50 per month (€600 per annum).
• Possibility to earn monthly KPI-based incentives.
• Paid 5 extra days (personal days) per annum in case of emergencies and short-term absences.
• Office-based working model from our Bratislava location.
• Fully paid training that optimally prepares you for your job - 2 weeks duration.

Additional Benefits:

• Multisport Card
• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

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