Emma Holder Email and Phone Number

• Responding to complex (level 3) customer queries via email, live chat, video, phone, and social media channels, while maintaining a polite, helpful, and professional manner at all times, and always respecting client confidentiality.• Understanding immediately and escalating sensitive issues that could have further implications. • Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data. • Obtaining, reporting on, and sharing tangible customer feedback with colleagues and other departments so that products and services can be improved.• Be an expert with new products and services as they are introduced seasonally and have the ability to talk about them with customers. • Supporting with regional translations for onsite product, SEO, Content & FAQ’s, Legal / T&C’s.• Website Auditing (Category, PLP, Checkout, my account etc.) • Making website category description amendments to support the customer journey to purchase.• Product details amendments on site, through knowledge, and with the customer journey in mind.• Owning and driving FAQ’s changes on site to drive positive deflection and support with conversion to purchase. • Identify new ways of positive contact deflection and support with implementation of initiatives.• Chargeback management through our payment gateways.• Retail stores 1st line of contact for your region(s). Cascading and receiving information that will drive a seamless OMNI channel approach. • Distribution centre to 3rd party coordinators. • Regional social support and cases management where applicable. • Managing regional on site product reviews, reporting back to Country Leads to drive and heighten the customer journey to purchase.

• Building and maintaining a strong relationship with the 3rd party translation agency, acting as the lead contact for the business• Handling the end-to-end process for translated content – receiving briefs from the Digital team, placing orders with the agency and delivering back to the teams (Website, App, CRM, Performance Marketing, Affiliates, Tech), understanding their BAU and campaign requirements• Managing translation projects using the CAT Tool, liaising with the support team in case of any issues and/or questions• Sharing feedback with the localisation vendor regarding linguistic quality, timeliness and processes, and ensuring all feedback is implemented in the linguistic assets regularly• Maintenance of the translation memories and term bases• Keeping track of costs, raising POs for vendors and updating budget tracker• Lead on the DTP process with external digital designers to ensure the time delivery of all localised creative assets across all digital channels• Uploading translated Website copy directly on CMS

- Responsible for maintaining the smooth running of the translation and transcreation processes for a range of marketing assets, from receipt of brief through to scheduling, translation, design and approvals- Manage overall translation creative schedules of a high volume of marketing emails and promotional campaigns each week- Managing some medium-sized projects, such as designer launches, seasonal campaigns or printed publications - Liaising with the English production team to schedule in projects and ensure that enough time is allocated to complete work to the standard of quality required - Reviewing all briefs to ensure that concise details are captured and that the full scope of requests has been submitted, including specifications and quantities - Managing approvals and deadlines for the translation team by trafficking assets to ensure that assigned lead times are met - Collaborating with the Production, Brand Partnership, CRM and Web Production teams to coordinate schedules

- Copywriting and transcreating content across both Editorial, Product Editorial and Marketing - Sub-editing marketing content: checking accuracy, cutting copy to fit, proofing copy, checking all pages and links for the website, iPad and iPhone apps- Adapting heads and sells to suit French readership and sense-checking copy throughout- Sub-editing marketing copy, email copy and general site copy, as and when required- Working with the rest of the translations team (design and editorial) to ensure all deadlines are met- Sub-editing special projects as required e.g. video, printed projects

- Sub-editing and translating product page copy according to in-house style guides- Checking accuracy of copy against images as well as grammar and spelling- Ensuring all copy is clear and concise and localized where relevant - Ensuring all editorial content across the French product pages reflects the aims, values, house style and tone of the Net-A-Porter website- Working to daily deadlines- Checking accuracy of uploads by checking all click-through functionalities- Maintaining and improving the house style document - Writing articles for the French team monthly newsletter - Maintaining and improving Beauty practical guide for the use of the French team- Organising the Beauty reps training attendance across the French, German and Chinese team

- Proofreading and amending copy, ensuring all work is of a high quality standard- Reviewing content against client briefs, ensuring it adheres to brand tone of voice guidelines, and SEO best practices- Briefing and coaching Kantar's authors and a team of freelance writers, giving feedback and guiding them to produce content of the expected quality- Producing content for our clients where required

- Team management, including recruitment and training of new team members - Ordering for Grocery and Health & Body Care departments, organising stocks, managing wastage - Planning and organising promo changes- Managing admin tasks such as follow-ups on invoices, credit notes, SOR- Merchandising and organising sampling sessions

- Proof reading- Texts and first drafts editorial follow-ups- Team management of readers, correctors and translators- Copywriting - commercial blurbs and point of sales materials- Budget management

- Proof reading- Translations from English to French- Texts and first drafts editorial follow-ups- Team management of readers, correctors and translators- Copywriting - commercial blurbs and point of sales materials

- Checking the referencing on the main e-commerce websites: book jackets and back cover descriptions, detail information and prices are all correct and updated- Collecting and analyzing online sales figures- Event management and execution in partnership with booksellers- Attending and supporting the organisation of the Paris book fair and other festivals