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Market Support Manager

Country : United Kingdom United Kingdom

Region : England

County : Greater London


Category : Sales

Contract type : Permanent

Availability : Full time

Job description

Founded in 1971 in Somerset, England, today Mulberry is a truly global fashion company and the largest manufacturer of luxury leather goods in the United Kingdom. Across all locations, we are united by our employee values: Be Bold, Be Open, Be Responsible, Be Imaginative.

If these are values you share, we would love you to join our team.

The Role:

To work alongside the commercial team to support the market support function with day-to-day operational requirements and team management. Develop and maintain knowledge of Mulberry services and provide support, advice and guidance to our customers and team.

Your role will be to oversee the day to day activities ensuring that all customers receive a first-class customer experience.

Hybrid working applies to this role, meaning you can work 50% of your time from our beautiful office in Kensington or Chilcompton and 50% of your time from home.

Duties and Responsibilities:

· Day to day management of Market Support Team demonstrating a leadership presence and ensuring the team deliver outstanding service and maintain accurate and speedy order entry.

· Setting and communicating the KPI's each month to the team and wider Mulberry community.

· Drive the performance of the team ensuring all operational and company KPI's requirements are met.

· Review direct reports performance, identifying training needs, motivate and develop team, providing coaching and plan appropriate training sessions where required.

· Work closely with Commercial, Quality, Retail, Sales and Production teams.

· Confidently deal with complex customer complaints/enquiries, negative situations and demonstrate a natural aptitude for achieving a positive outcome whilst remaining commercial.

· Maintain up-to-date knowledge of Mulberry systems, product ranges and all markets.

· Build excellent relationships and work closely with other areas of the business to drive both customer and team satisfaction throughout the business.

· Support the wider commercial team with any necessary reporting and project work as required.

· Communicate concisely and consistently with internal and external stakeholders.

Skills and Knowledge Required:

· Excellent attention to detail.

· Ability to keep calm under pressure, retaining a friendly and positive can-do attitude at all times.

· Ability to prioritise and provide direction.

· Excellent communication and problem-solving skills.

· Strong customer focus and an ability to work well in teams.

· Excellent communication and problem-solving skills.

· The ability to set, meet and exceed targets.

· Ability to be resilient and adapt to change in a professional manner.
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