• Customer Focus: Manage own account base – lead by example, promote and develop a customer focused environment across the team. Along with the Head of Wholesale Customer Service, set the standards and expectations in order to deliver outstanding service to our customers.

• Order Book Conversion: Commercial awareness of monthly forecast figures and work collaboratively across credit control, warehouse, distribution and the sales teams to maximise order book conversion in line with Deckers and customer expectations.

• People Management: Support the Head of Customer Service with the day-to-day operational management of the Customer Service Team to ensure the Customer Experience is a competitive advantage for Deckers. Ensure ongoing high morale, engagement and commitment within the team.

• Performance Management: Responsible for monitoring team and individual performance which is in line with Service Level Agreements & Key Performance Indicators, taking corrective action where necessary through one-to-ones and coaching.

• Brand Partner: be a brand ambassador – partner, advocate and be a brand expert. Have awareness of seasonal processes and go to market readiness.

• You enjoy working directly with customers and motivating a team of people to achieve their goals
• You’re comfortable working in a fast-paced environment and meeting multiple deadlines
• You are diplomatic and can manage conflicts
• You have strong influencing and negotiation skills

• Prior experience as a manager in a Customer Services and/or Customer Experience team
• Experience managing multilingual teams covering multiple countries
• Proficient in Microsoft Applications, with intermediate skills in Excel
• Fluent in English and Italian

• 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.
• 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 opportunities and support for personal and professional development including Global Mentorship Programme
• Hybrid & Flexible Working Environment