As the Regional Customer Operations Manager, you will lead our customer service efforts across the US and EMEA regions, driving excellence in service delivery and optimizing our operations to enhance the customer experience. Reporting to the Global Head of Customer Service, you will play a strategic role in aligning customer service strategies with regional needs, working closely with Product, Engineering, and Retail Operations teams. This role is essential to fostering a high-performance team culture and achieving operational efficiency across all customer touch points. What you will do:
- Develop and execute customer service strategies that align with company objectives and regional demands. Define and monitor KPIs, fostering continuous improvements in customer satisfaction, operational efficiency, and service excellence.
- Lead and mentor the regional customer service teams, fostering a culture of accountability, high performance, and customer-centric service.
- Assess and refine current service processes, implementing region-specific improvements and standardizing best practices to ensure consistency across all customer interactions.
- Identify opportunities to enhance the customer journey and build loyalty by analyzing customer feedback and implementing actionable insights.
- Generate and present regular reports on service performance within the region, using analytics to spot trends and improvement areas.
- Design and manage escalation procedures for complex issues, ensuring high-priority customer situations are effectively addressed.
Who you are:
- 6+ years in customer service management with a track record of successful strategy implementation.
- Skilled in customer service software and CRM systems, with a background in change management and process improvement.
- Strong communication and interpersonal abilities. (For EMEA candidates: fluency in English and an additional European language preferred.)
- Demonstrated ability to manage teams across locations, with cultural awareness and adaptability for diverse business environments.
What you get:
- Autonomy - we encourage you to take ownership and get things done without unnecessary sign offs
- Opportunity to make an impact - Disrupt men's tailoring and be part of a fast-growing, entrepreneurial company that takes customer satisfaction very seriously.
- Growth - we consider your potential at least as valuable as your current skill set. We want you to grow and to learn.
- Corporate Social Responsibility- we are committed to doing business in a sustainable manner. That's why we aim to only work with suppliers that meet the internationally recognized standards of the International Labour Organization
- Style - Opportunity to work with beautiful, high-quality product, including 40% off Suitsupply products.
Salary: $80,000 - $100,000
What We Do
Founded in Europe in 2000, Suitsupply has grown to over 125 international stores in cities such as Milan, London, Zurich, Amsterdam, New York, Toronto, Shanghai, Singapore and Hong Kong. In addition to our ever-expanding number of brick-and-mortar locations, we maintain a strong online presence, allowing Suitsupply to bring our style and top-tier service to all corners of the globe.
In an industry where fast fashion dominates and craftsmanship is fast disappearing, Suitsupply introduces a better option: one where no attention to detail or quality is ever spared. That’s why we use only the finest Italian fabrics sourced from mills such as Ferla, E. Thomas, Larusmiani and Vitale Barberis Canonico.
We have received widespread accolade from the likes of GQ, Esquire, and, perhaps most notably, a Wall Street Journal blind test that rated a $600 Suitsupply suit in a first-place tie with a $3,600 Armani.
While high-quality suiting at an affordable price point remain at the core of all that we do, our versatile range includes jackets, trousers, outerwear, shoes, accessories and attire available as prêt à porter and made-to-measure.
At Suitsupply, we pride ourselves in taking innovative approaches to traditional problems. This has led to the development of technologies such as our Design Your Own feature, our Garmentor app, and a commitment to in-house tailoring, providing quick alterations while you wait for a perfect fit every time. Each and every sales associate receives in-depth training through our acclaimed Suit School, bringing the unmatched level of passion and expertise that make Suitsupply’s customer service stand out.
The message is clear. We believe that nobody should leave Suitsupply with anything less than a perfect fit. If you’re equally devoted to quality, check out our jobs page for opportunities to join us.
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