Join the MIKUTA team at our Guimarães office and help us transform our customer experience! We're on the lookout for a passionate and dynamic Head of Customer Experience to bring the essence MIKUTA to life for our amazing customers.
The MIKUTA brand was founded in Berlin by Jacqueline Mikuta and Klemens White, starting in 2017 with a small jewellery line, which later expanded to clothing in 2019. MIKUTA is a young, wild & free-inspired fashion brand for modern women with a glimpse of rock'n'roll. MIKUTA is currently one of the fastest-growing direct-to-consumer brands in the fashion market.
Our Team is spread across Europe, with a Studio Office in Berlin and a production Office in northern Portugal. We create fabulous collections for every season and are soon growing our product lineup to over 150 items.
At MIKUTA, we believe in delivering an amazing customer experience throughout the entire journey. We want every customer to feel special and valued, reflecting the true essence of our brand in every interaction.
ABOUT THE JOB
We're looking for a passionate and experienced Head of Customer Experience to lead and transform our customer support department. This role is all about making sure every customer interaction is exceptional and embodies the essence of MIKUTA.
Key Responsibilities:
Develop and implement a customer experience strategy that vibes with MIKUTA's brand values and vision. Guide the customer support team to evolve from providing excellent support to proactively enhancing the brand experience.
Lead, mentor, and inspire a team of 5 full-time employees, with plans to grow. Foster a culture of excellence, continuous improvement, and customer-centricity.
Ensure every customer interaction is personalized and memorable. Create processes and protocols that make customers feel truly valued.
Represent the essence of MIKUTA in all customer interactions and department initiatives, embodying our brand's ethos and values.
Work closely with marketing and product teams to ensure a seamless customer journey and consistent brand messaging across all touchpoints.
Introduce new strategies and tools to enhance customer experience. Stay updated on industry trends and best practices.
ABOUT YOU
Proven track record in a senior customer support or customer experience role, preferably in the fashion industry.
Strong understanding of brand-building strategies and attention to detail. You know how to translate brand values into awesome customer interactions.
Exceptional leadership and team management skills. You can inspire and motivate a team to reach new heights.
Passionate about delivering outstanding customer experiences. You can anticipate and understand customer needs.
Ability to use data to drive decisions and improvements.
Excellent written and verbal communication skills in English.
Ready to thrive in a fast-paced, high-growth environment. You're willing to travel as needed.
APPLY FOR THE JOB
Join the MIKUTA team and play a key role in shaping the customer experience for a cool, dynamic fashion brand. Apply now and be part of a team that's redefining customer interactions and building lasting brand loyalty.
We are looking for someone who lives and breathes the MIKUTA spirit. Take a look at our Instagram channel and Website to get a glimpse of our brand. Please briefly explain why you are the best fit for MIKUTA.
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