Job Customer Service Project Lead

Tommy Hilfiger is one of the world's leading designer lifestyle brands, internationally recognized for celebrating the essence of "classic American cool" style. Founded in 1985, Tommy Hilfiger delivers premium styling, quality and value to consumers worldwide with a breadth of collections including Hilfiger Collection, Tommy Hilfiger Tailored, men's, women's and kids' sportswear, Tommy Hilfiger Denim, accessories, and footwear. In addition, the brand is licensed for a range of products, including fragrances, eyewear, watches and home furnishings. Tommy Hilfiger, which was acquired by PVH Corp. in 2010, has more than 17,000 associates worldwide and an extensive distribution network in over 115 countries and 1,600 retail stores. Global retail sales of the Tommy Hilfiger brand were US $6.5 billion in 2015.

Department Information

The Consumer Journey department is a newly established department which goal is to guide our consumer through a consistent experience of our brand and collections. Our focus is ensuring that each experience becomes a connected and personalized journey for every global consumer.

Position Description

The Customer Service Project Lead will report into the Customer Service Senior Manager. As a Project lead you will:

  • Support in identifying new opportunities for services or innovations. Gather market reviews, competitors' benchmarks and build best practices to scope opportunities for new projects • Be responsible for developing, piloting and implementing projects, based on priorities and practical situation under guidance from the Customer Service Senior Manager, including: o Project scoping o Mapping project's streams and identifying milestones o Building and following up planning and budget o Coordinating project's stakeholders o Preparing and leading workshops o Designing processes o Formalizing requirements o Preparing steering committees' agenda and presentations o Designing and implementing change management plan • Create yearly project plan to deliver the overall goal of reducing non value-add tasks for the contact center and ensure a smooth consumer journey (such as introducing new contact channels, analyze consumer survey results and proactively identify areas of improvement) • Work with key stakeholders to develop and manage the project scope, timeline, cost, and resource allocation to ensure that expected results are delivered on time and within budget • Maintain, adjust and update project plans as needed • Create and standardize reporting to enhance visibility on main contact drivers to relevant stakeholders

Position Requirements

  • Educational requirements: University, with an economic /business /project management or consulting focus • Self-starter and ambitious, motivated to go the extra mile and able to perform in a high demanding work environment • Minimum 3 years of project management and/or process management experience (in-house or in a consulting firm) • Proven track record of successful process improvement initiatives • Excellent analytical and organizational skills • Highly reliable, never misses a deadline • Excellent verbal and written communication skills and the ability to communicate with all levels of the organization • Team player with excellent interpersonal skills • Good skills in MS Office, especially Excel and PowerPoint • Fluent in English, speaking and writing • Interest in E-Commerce, Retail and Fashion • Previous experience in eCom and/or Retail and/or Omnichannel is a plus • Open minded for new technologies and eager to drive innovations

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to PVH must have a current PVH Agency Agreement executed by a member of the Human Resource/Talent Acquisition Department. In addition agencies may only submit candidates to positions for which they have been invited to do so by one of our Talent Acquisition Specialists or Managers. All unsolicited resumes sent to us will be considered property of PVH. PVH will not be held liable to pay a placement fee.


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