Quality & Training Manager - London (Greater), United Kingdom - Deckers Brands

Description

QUALITY AND TRAINING MANAGER

At Deckers Brands we don't just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential.

We want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive. We will offer you a generous employee benefits package, as well as health, wellness, and career development support.

COME AS YOU ARE

We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people-in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be.

The Role:

As the Quality and Training Manager for our Customer Service team, you will develop and implement quality programmes to ensure a highly skilled and consumer-focused EMEA team that can deliver outstanding customer experiences across all touchpoints. You will utilise data and insights to inform recommendations and decisions, and have a strategic outlook to anticipate needs and plans accordingly.

The ideal candidate will have a good understanding of customer experience, great communication and presentation skills to train on an individual and group level, and ensure high standards across internal and external teams.

Your Impact:

Drive consistent quality, culture and training across internal teams and outsourced partners

Implement training plans and work with Brand and Retail teams for product knowledge

Manage relationships with external agencies and deliver training programmes personalised to external stakeholders

Measure, report and improve Consumer Experience quality

Conduct audits and oversee outsourced programmes

Collaborate with leadership to maintain high standards

Who You Are:

You are passionate about service, positive disruption and delivering quality

A self-starter and highly organised

You're comfortable with managing multiple projects and solve problems proactively

You understand what constitutes good service and can translate it into training plans

We would Love to Hear from People with:

Proven experience developing and implementing quality and training frameworks

Leadership and coaching experience, experience in a B2C environment is beneficial

Competency in learning management systems (LMS), such as Rise Articulate360

What We Will Give You:

27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.

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

Equal Employment Opportunity
Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.

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