Training & Development Manager Customer Care (f/m/d)

Here at Mytheresa, technology meets luxury fashion in a space that celebrates both creativity and digital advancement. Centered in the heart of Europe, we are a dynamic international team, hailing from all corners of the globe. Working together we strive to exceed our customer’s expectations with a passion for innovation.

To support our Customer Care Team we are currently searching for a full-time Training & Development Manager Customer Care (f/m/d) based in Munich. This position will be focused on maintaining the quality and efficiency of our Customer Care Team while constantly improving the overall customer experience with Mytheresa.

Your responsibilities:

  • Development and implementation of a Customer Care specific onboarding process for new employees to ensure a fast, efficient and standardized training
  • Development and implementation of professional trainings for the Customer Care team in order to ensure a constantly high service quality
  • Develop and maintain documents for various processes
  • Design and maintain all materials for trainings and develop appropriate computer applications for manuals and hand outs
  • Coordinate with various employees and provide feedback to all team members and maintain efficient knowledge
  • Facilitate in providing training sessions, develop appropriate objectives and ensure achievement for same.
  • Provide technical support to all newstarters and comfort the onboarding process
  • Monitor all client issues and provide training to resolve same
  • Ensure optimal levels of customer satisfaction and compile all feedback to analyze work of employees

Your qualifications:

  •  Min. 2-3 years experience in training and development, ideally in customer service environment. Experience in E-commerce or high-end luxury will be a plus.
  • Academic degree in Business Administration or similar education. 
  • Strong ability to define and implement new processes and guidelines
  • Intermediate analytical skills
  • Strong communication and presentation skills
  • Experience in a service oriented, fast moving working environment
  • Commercial awareness and understanding of processes
  • Proactive approach and ability to demonstrate initiative
  • Excellent time management and organizational skills
  • Proven ability to work quickly and effectively
  • Team player and role model
  • Proficiency in English, written and spoken. Other languages will be a plus
  • Very good MS Office skills
At Mytheresa, our people are our success. If you're a self-starter who enjoys an exciting challenge, apply now to be part of our journey and grow with us in a modern working environment

We are looking forward to your expressive application via our career site.
Your contact person: Ana Carballo Alvarez

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