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Customer Service Manager

Stuart Weitzman

milan, 25, IT

Stuart Weitzman is a leading luxury accessories brand that is synonymous with strength in femininity. Defined by an energetic, modern and bold attitude, SW is known for its unique approach to melding fashion, function and fit in every silhouette. The brand’s focus on creating timeless, effortless shoes and handbags that are engineered to empower women with both confidence and comfort has resonated around the world, as SW is now available in all corners of the globe through an array of websites, boutiques and retail partners.


Stuart Weitzman is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation and inclusivity.

Primary Purpose: Manage, mentor and lead a team of Customer Service Agents to provide best in class service to our wholesale partners. Develop and maintain a culture of operational excellence within the team, managing against KPI to ensure high performance and efficiency. Develop and implement strategies to continuously improve performance and prepare for future growth.



The successful individual will leverage their proficiency in Wholesale Customer Service to meet the following...


  • Ensure highest level of service to our clients; building credibility by setting high expectations and meeting or exceeding them
  • Manage a culture of high performance within the Customer Service team
  • Accountable for accuracy in the Customer Service team output
  • Accountable for meeting  team KPI
  • Ensure audit compliance within the Customer Service team
  • Manage order book to meet commercial targets – highlighting issues and opportunities
  • Develop new strategies and solutions to drive up service and efficiency
  • Build and maintain strong working relationships with internal partners and key clients
  • Staff recruitment
  • Performance management
  • Coaching, training and development
  • Management of escalated issues (externally & internally)
  • Create reports for various stakeholders
  • Represent Customer Service at regular business meetings
  • Developing a culture that emphasizes optimism, quality, continuous improvement and high performance.


An outstanding professional will have some or all of the following...


  • Customer focused approach
  • Wholesale Customer Service Experience – preferably in fashion (or with experience of working with dept stores)
  • Leadership skills - Previous Management Experience
  • Experience in a multibrand environment
  • Change management experience
  • People and team development skills
  • KPI management success
  • Project Management experience
  • Analytical approach
  • Comfortable with data based decisions
  • Skilled at Excel
  • SAP experience (FMS / S4 HANA) required
  • Proactive & Adaptable

Our Competencies for All Employees

  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
  • Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Our Competencies for All People Managers

  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
  • Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Stuart Weitzman is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Stuart Weitzman at

Req ID:  61516

Job Segment: Performance Management, Human Resources