Team Manager

Company Description

It takes a special kind of workplace to make the world’s style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow!  

At Customer Service, we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers of all brands within H&M Group, through their full shopping journey. The organization includes around 3500 colleagues globally and 17 established CS centres around the world. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow and in the future.

Job Description

As a Team Manager you are responsible for leading a team of 20-25 agents, provide them with effective guidance and consistently motivate team development from an HR, customer, and business perspective. You report to and collaborate with the Operations Manager, ensuring the best strategies are in place to achieve market results and that the Customer Service Centre’s overall goals are being met. You report on weekly analysis of the market, agent performance, well as quarterly reports. You collaborate closely with the Training & Quality Coach and together, you ensure your team’s quality goals are met and actively work toward improving the customer experience. Overall, as a Team Manager, you have a passion for development and combine it with analytical skills and people skills to balance all our H&M values and create meaningful growth.

Your responsibilities include, but are not limited to:

Leadership:

• Improving performance and results of the individual and team
• Effectively manage direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Leading by setting a good example and engaging the team to achieve goals, high performance and satisfied customers
• Ensure staff development & assessment by carrying out the feedback process and actively working with talent and leadership development
• Applying the appropriate development tools and leadership style for individuals, groups and situation
• Creating a culture of employee engagement
• Balancing out business and people interest while having company direction in focus
• Managing individuals and the team through challenging situations

Performance and Operations

• Taking fast decisions and leading the team according to the set goals
• Collecting and analyzing group and individual performance
• Responsible for monitoring, benchmarking and evaluating performance through follow-up and taking actions accordingly
• Together with the Operations Manager, prioritize and set the direction for your team of agents
• Able to apply the PDCA (Plan Do Check Act) cycle on team results
• Have a helicopter view of the performance of your team and market

Communication

• Ensure that the right information is given to the right stakeholders at the right time
• Communicate company goals, information and expectations in a value-led, inspiring and engaging way
• Communicate decisions in a timely and structured manner
• Communicate company interests and decisions adapting to employee and business needs
• Analyzing and translating the feedback from the customer to the company and vice versa

Qualifications

Just like everyone at H&M, we believe you are a social, open, communicative, and ambitious team player full of drive and optimism. Your personal qualities also include:

• Bachelor’s degree in relevant field or equivalent experience is meriting​
• +3 years' experience as a leader leading professionals​
• Business mindset
• Ability to work collaboratively in a team environment.
• Excellent coaching, mentoring, and interpersonal skills.
• Strong leadership.
• Ability to handle high complexity.
• Confident in taking fast decisions​.
• Strong analytical and problem-solving abilities.
• Effective communication skills.
• Experience in customer service environment is meriting.
• High level of English is mandatory for both verbal and written communication. Other languages spoken in the Barcelona Centre will be taken into consideration.

Additional Information

Apply through our career site by providing a copy of your CV and a motivational letter by July 12th at the latest.

This is a permanent full-time (40 hours) position from Monday to Sunday, where 8-hour shifts vary from 7:30H to 21:30H.

No relocation package is available and requirement to have the legal right to work in the location will be applied.

If you have any questions regarding this position, please contact [email protected]

Global Benefits

We offer all our employees at H&M Group attractive benefits with extensive development opportunities around the globe. All our employees receive a staff discount card, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, Monki, H&M HOME, & Other Stories, ARKET, Afound. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.

In addition to our global benefits... all our local markets offer different competitive perks and benefits. Check some of the benefits we have at H&M CS Barcelona!

• Hybrid Flex Work setup (working remotely and from the office) 
• Day off on your birthday and still have the day paid for! As well as receive a special discount of 50% off any H&M item. 
• Private health insurance.
• Referral Program: Bring a Friend and get a Referral fee. 
• Training and development that supports your professional development. 
• Employee benefits program where you will find discounts at hotels, activities, gyms & more. 
• International working environment, great colleagues, celebrations and fun events. 
• Excellent kitchen facilities and free coffee/hot drinks/water/organic fruit and other treats.