Omnichannel Customer Service & Aftersales Assistant

OMNICHANNEL CUSTOMER SERVICE AND AFTERSALES ASSISTANT

Location: London Head Office

Reports to: Omnichannel Customer Service and Aftersales Supervisor

Full-Time: Monday–Friday

Availability to work on UK bank holidays (on a rotational basis) is required.

The Role

Jimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey.

This is a hands-on support role with a strong focus on administration, reporting, operational coordination, and supporting day-to-day business activities. You’ll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you'll need excellent time management, strong administrative skills, and a keen eye for detail.

Please note this is primarily a support role and does not involve direct day-to-day customer interaction.

Key Responsibilities

• Support the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpoints
• Provide operational and administrative support for the Omnichannel team, including logistics and shipping coordination
• Assist with performance tracking, ensuring accuracy and timely delivery of data
• Maintain and update internal trackers, reports, process documentation, and shared team resources to support day-to-day operations
• Support regular testing of website functionality and Customer Service content to maintain quality and consistency
• Gain efficient working knowledge of Jimmy Choo's omnichannel tools and systems, including the Aftersales Portal, SAP, Zendesk, Back Office, and CRM platforms, and champion best practices across the team
• Develop working knowledge of Jimmy Choo products from an aftersales perspective, including materials, product care, warranty, and policies, to support effective internal service and escalation handling
• Assist with shipment tracking, repair coordination, stock movements, and other operational activities to support the smooth running of the department
• Conduct competitor benchmarking and share insights with the wider Omnichannel team
• Support the creation and maintenance of training materials, process guides, and team documentation
• Take direction from and work in close collaboration with the Omnichannel Customer Service and Aftersales Supervisor, keeping them informed of progress, priorities, and any issues in a timely manner
• Flag observations and suggestions for process improvements to your line manager, contributing to the ongoing optimisation of customer service workflows
• Work within defined processes, escalation frameworks, and quality standards, ensuring all outputs are accurate, thorough, and reviewed before submission
• Coordinate and manage the dispatch of gifts to clients
• Provide general administrative and project support as needed

Skills & Experience

• A strong interest in e-commerce and aftersales operations, as well as luxury retail
• A natural communicator and team player with a passion for delivering an exceptional client experience
• Excellent attention to detail and an analytical, solution-focused mindset
• Comfortable working within defined structures and processes, and demonstrates sound judgement in knowing when to escalate to line manager
• Receptive to feedback and coaching, with a genuine commitment to continuous improvement and professional development
• Positive, proactive, and self-motivated, with a willing-to-learn attitude and the ability to manage multiple tasks and work to tight deadlines
• Highly organised with strong administrative skills and a methodical approach to managing competing priorities
• Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); confident in preparing reports, presentations and documentation
• Comfortable liaising with internal teams and third-party partners via email, phone, and video conferencing
• Outstanding written and verbal communication skills in English
• Fluency in another European language is a plus.

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The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [email protected].

In compliance with certain Pay Transparency laws, employers are required to disclose a compensation range. The range for this position will vary based on role requirements, skill set, and years of experience. Please note that for salaried roles, the figures reflect full-time equivalency, while for hourly roles, the figures represent the applicable hourly rate.

Compensation Range: