Customer Experience Manager (France)

About the job

MR MARVIS is looking for a full-time french speaking Customer Experience Manager to lead our french Customer Experience team and serve our customers in France the best possible way.

You will be managing a small team, consisting of talented and motivated people who are committed to our high standard of service. We see every moment of contact as an opportunity to make the customer smile. Next to that, we expect you to pick up projects that contribute to a better customer experience or employee satisfaction.

We are supporting our customers over various channels (mail, phone, chat, social media). Because we are constantly growing, you get the opportunity to hire more people for your team - this is great in terms of gaining and developing your management experience. You are quick in recognising and analysing problems and are thorough at finding solutions. Also, you will look for creative ways to delight our customers and go beyond standard customer experience (e.g. sending little gifts, handwritten notes and creating videos), making every pre- and post purchase touch moments one to remember.

This role requires a precise and positive work ethic, excellent communication skills (verbal/ written) and a high-level of understanding of many things: the needs and expectations of our (potential) customers and everything there is to know about MR MARVIS (products, policies, processes, fulfilment operations). We are looking for a role model that has the ability to inspire and build the French Customer Experience team and improve our overall customer experience. Because MR MARVIS is a fast growing fashion brand and is evolving rapidly, the opportunities to learn and grow professionally are constantly there.

About MR MARVIS 

MR MARVIS is a fast-growing Amsterdam-based online menswear brand that is fully dedicated to delivering the perfect shorts & trousers. After a successful launch in 2016 it has become the #1 shorts brand in the Netherlands! Expanding quickly, with 15 physical stores across some vibrant cities as Amsterdam, Antwerp, Munich and Brussels and online presence in Germany, France, Spain, UK, Italy, Austria, Denmark and Switzerland.

Our mission is to share positive energy around the world and make people feel marvellous. We do so by creating iconic designs, offering best-in class service and driving conscious decisions for people and the planet.

As a clothing brand, we want to take responsibility for the impact we have on the world. We aim for timeless design, conscious choices for more sustainable materials and local European production (handmade in Portugal) - in short we are an advocate of “slow fashion”. That is why we are working every day to reduce our emissions and create value for everyone who comes into contact with MR MARVIS. We are proud that in 2023, we got B Corp certified. This certification is only given to companies that can demonstrate that they make a significant contribution to a better world.

Being a force for good goes beyond producing- and selling sustainably, in the end it’s about people. In line with our mission, we participate in several charity and voluntary activities that in most cases focus on the people who sometimes feel a little less marvellous. Examples include: our employees visit elderly homes and dance with elderly who too often feel lonely, our employees help renovate homes for homeless people, and every year we participate in (and donate to) a charity campaign against child cancer (KiKa).

It is also reflected in various HR choices we’ve made so far: good pension plans and disability insurances, learning & development budgets, trainings & inspirational talks, daily healthy catered lunch (on the house), matching employees donations, monthly well-being budget, free access to coaches & psychologists, and much more.

What you'll do

• Managing, expanding and developing the French Customer Experience team incl. shift scheduling, hiring, planning, tracking the performance of your team-members, quality management and providing feedback;

• Jump in when it’s busy by helping clients with incoming questions/comments/issues across all channels: mail, phone, chat, social media;

• Coming up with creative ways to surprise and delight our customers;

• Representing the ‘voice of the French customer’: pitch & implement ideas on how we can improve our overall customer experience depending on the needs of the French speaking market;

• Creating processes, manuals as well as trainings for Customer Service agents to improve the customer experience on an ongoing base (measured through ‘Net Promoter Score’);

• Project based responsibilities, for example improving the overall Customer Journey,  looking into software that can help us with quality management improve the onboarding of new agents.

What you'll bring

• 3+ year experience in a consumer facing role (e.g. customer service, sales) of which at least 1+ year as a supervisor or manager;

• Experience with project management or the ambition to become a great project leader;

• You know how to work within Excel and you are data driven;

• Experience with customer service in an E-Commerce environment is a plus;

• Graduated from Higher Professional Education or University Education;

• Highly proficient in spoken and written French as well as English;

• You are enthusiastic, empathetic and easy to talk to;

• You are proactive and always strike for process improvements in order to deliver the absolute best customer experience;

What you'll get

Like every great employer we offer you a competitive salary and the following benefits;

• 25 vacation days;

• A pension scheme, because later is also important;

• Mobility allowance in case you live outside of Amsterdam;

• All equipment needed to set you up success;

• Daily free & fresh lunch served at the office;

• 25% discount on the entire MR MARVIS collection;

• Monthly "Wellbeing budget for Swapfiets, Treatwell, or several gyms. Want to invest your budget? You can, via Peaks!

• Free unlimited access to OpenUp (coaching/psychologists platform) as well as Meditation Moments (meditation App);

• Personal development opportunities to help you grow and excel in your role;

• Hybrid working with an inspiring office in the heart of Amsterdam.

• Working in a fun, international team at a fast growing scale-up;

• Amazing team events and weekly Friday drinks with your colleagues.

MR MARVIS is an equal opportunity employer. We are committed to nurturing an inclusive environment for all current and potential employees. A diversity of backgrounds, cultures, and perspectives is essential in helping us maintain our momentum. So no matter where you’re from, who you love, or what you believe in, we welcome you to be your true self at MR MARVIS.