Ref#:

W159628

Abteilung:

Sales & Customer Support

Ort:

London

Bundesland:

London

Land:

United Kingdom

Firmen Beschreibung:

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Positionsübersicht:

The role encompasses 2 areas:

Financial Management:

Oversee the financial performance of the Contact Centre, including budget management, cost analysis, and optimisation of operational expenses

Risk Management & Fraud Prevention:

Oversee the monitoring and analysis of financial risks across operations

The role requires collaboration with multiple departments including Finance, Operations, Customer Service, to drive operational excellence.

Grundlegende Aufgaben und Verantwortlichkeiten:

Financial Management:

• Partner with external Contact Centre teams to analyze and optimise operational costs for the Centre of Excellence

• Drive budget management initiatives to align with business growth objectives

• Develop and implement cost optimisation strategies while maintaining operational excellence working with the workforce team

• Measure and track the success of any new projects, implementation of cost-efficiency initiatives while maintaining service quality to meet our internal KPIs

• Build out the proposed return on investment for new projects and track this to ensure it meets the expectations

• Review the performance in the centre with the workforce team to ensure we have enough coverage and flex where needed in line with the budget requirement

• Have a clear understanding of monthly payments made and ensure they are accurate

Risk Management & Fraud Prevention:

• Lead fraud prevention initiatives and investigations to protect business interests

• Support the internal business in highlighting customer trends, patterns and behaviours

• Drive continuous improvement in fraud risk management processes

• Review the appeasements provided in the contact centre

Erfahrung, Fähigkeiten & Kenntnisse:

Strong analytical and data interpretation skills
Experience in financial analysis and budgeting
Understanding of contact center operations with a customer service mindset
Background in fraud prevention and risk management
Problem-solving mindset with attention to detail
Ability to balance operational efficiency with customer satisfaction
Detail oriented with the ability to multitask and work under pressure
Computer literate in all Microsoft packages with the ability to learn new skills
A passion for our brand and understands retail and general consumer buying behaviour

Customer Operations Cost Controller

Ralph Lauren

Karrieremöglichkeiten

Customer Operations Cost Controller

Stellenbenachrichtigungen