Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.


Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.


Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.


If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here.

Purpose of Role

We’re looking for a talented E-commerce Customer Service Manager for our EMEA region who will be responsible for the customer service of our DTC digital channels, E-commerce and Marketplace. As Customer Service Manager, you’ll closely manage the internal customer service team and external business partners, oversee the customer service operations, and play a key role in the execution and further development of our strategy to achieve total customer satisfaction and loyalty.
This position will directly report into the E-commerce and Marketplace Director EMEA.

Your Impact

• Execute and ensure smooth delivery of the customer service strategy
• Implement the change of operating model by rapidly evolving the processes and building the necessary key enablers to succeed
• Own the partnerships with our external business partners, build successful relationship and strong synergies to execute and deliver best-in-class customer service.
• Develop and implement key initiatives to enhance the overall customer experience, especially our post-purchase experience using our data, your experience and industry trends.
• Develop the customer service strategy for the region, in partnership with our global customer service Director, to deliver an aligned and consistent global customer service approach.
• Evolve how we operate bringing new features and processes enhancement to move from a reactive to a proactive way of supporting our customers.
• Identify product and process training needs for the region, develop toolset, communicate, and coordinate with our external business partner, assist with training and coaching efforts.
• Collaborate proactively and professionally to cascade the right level of information to our key stakeholders (included, but not limited to our external partners, local e-Commerce, global customer service, logistics, technology, digital product teams) to enable successful and efficient cross-functional work.
• Prepare customer queries volume forecast. Define the impact of peak period and align on needs and expectations with internal and external partners to have the right amount of support and cope with volume.
• Report on business KPIs, track performance metrics and define new and relevant CS KPIs
• Establish service level for both Ecom and Marketplace channels.
• Enhance and create new reporting dashboards responding to the business needs.
• Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the second line customer service team.
• Create and execute the processes to use our customer service agents for pro-active and cross-selling purposes in the future.

Qualifications

• 7-8 years of general customer service experience
• Minimum of 5 years Customer Service leadership experience within an outsourced model set up is a must
• 5 years experience with end-accountability of managing multiple external business partners at the same time and proven record of long and successful partnerships.
• 3-5 years of customer service strategy and budget (>1M) accountability ownership
• Must have fluency in English as well as 2-3 European languages, both verbal and written
• Proven leadership abilities and team management skills including experience with training and/or coaching, delivering feedback, goal setting, and performance evaluation.
• Experience with the implementation of the externalization of Customer Service
• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
• Excellent verbal, written, and interpersonal communication skills including the ability to summarize, present information and influence various levels within the organization.
• Ability to excel in a fast-paced team environment, adapt to shifting urgencies, manage multiple priorities and meet deadlines.
• Ability to evaluate processes and recommend changes which result in a greater opportunity for goal achievement, enhanced usage, or increased efficiency.
• Deep understanding of online consumer and purchase behavior. Experience in Sport or Fashion industry is a plus.
• Knowledge about the industry trends, best practices, and emerging technologies related to customer service.
• Strong analytical and problem solving skills.
• Excellent organizational skills and attention to detail.
• Bachelor's or Master’s degree.
• Proficient in Microsoft Office Programs.
• Proficient in SAP and Salesforce Service Cloud systems.

Workplace Location

• Location: Amsterdam, Netherlands
• Work life Integration Designation: Hybrid work, a minimum of 2 days in the office
• Travel: <5% of the year

Relocation

• No relocation provided

Benefits & Perks

• Paid “UA Give Back” Volunteer Days: Work alongside your team to support initiatives in your local community.
• Under Armour Merchandise Discounts
• Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being.
• 38 hour working week
• Hybrid work, a minimum of 2 days in the office
• 28 days holiday
• Teammate Resource groups e.g. Green Machine, Sustainability, LGBTQIA+, Women in Leading and Living, Balance for mental health and wellbeing etc.
• Human Performance Institute (Gym) on site
• Local Language course when moving from abroad

Our Commitment to Diversity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Accommodation is available for applicants with disabilities upon request.