Nick Veldhuis Email & Phone Number

A Rituals Team Lead is a high-quality people manager, who is responsible for the development of an employee-oriented culture that emphasizes quality, continuous improvement, employeedevelopment and high performance. 1. People management• Coaches, mentors, and develop staffs• Signals coaching and training needs and facilitate/coordinate appropriate• Empowers employees to take responsibility for their jobs and goals• Evaluates employees regularly• Manages employee relations• Supports the Operations Manager to highlight operational risks and areas forimprovement.2. Daily operational steering• Steers daily operation based on the “insights” of the daily operational targets (e.g.service level, coverage rate, shrinkage, absence).• Takes appropriate action and decisions in case unexpected activities, calamities orchanges happen.• Monitors and reviews the overall operational performance.• Communicates regularly with the direct manager(s) to brief them about operation relatedissues and developments.3. Process control & continuous improvement• Monitor that processes and procedures are followed as agreed upon.• Safeguard changes and improvements are embedded in business as usual.• Make sure changes and improvements are communicated to all parties involved.• Analyse the malfunction in process or procedure and determine the cause.• Propose improvements in processes and procedures for efficiency.• Follow developments in own area of expertise and look for ways how to implement inown processes, procedures and/or policies.COMPETENCIES• Coaching & developing others• Interpersonal sensitivity• Building & maintaining relationships• Analyses & problem solving• Communication skills• Cross functional awareness• Customer service orientation• Drive & execution

Within guidelines set by Cygnific and Rituals the Customer Service the Senior Agent solves andanswers any queries and questions regarding products, orders and the Rituals brand through thedifferent communication channels. Doing so in the Rituals’ customer focused approach (“We do everything in our power to ensure that the world of RITUALS... enriches your life with beautiful experiences and products.”), increasing both customer and brand satisfaction. 1. Customer services• Answer questions coming in through various channels within set targets.• Provide information on specific product, brand, and order related questions.• Handle complaints by inquiring and analysing the case/problem.• Handle callback requests and follow up with the ones involved.• Provide assistance and information to (potential) Rituals members.• Signal and take action upon malfunctions in customer processes and procedures and proposeimprovements.• Meet agreed quality levels performance2. Team support and development• Coach agents on processing customer questions and requests.• Give on the job training to agents.• Provide assistance to agents by floorwalking.• Assist with or take over more complex and escalation cases if necessary• Review messages and calls from agents by using the special quality form.• Signal, report and analyse agents performance.• Support the on-boarding of new agents.• Act as back-up of the Team Lead, when necessary.4. Monitoring• Monitor traffic in order to anticipate on occurring deviations.• Make appropriate decisions in case of any unexpected activities, calamities or changes.5. Continuous improvement• Analyse and decide whether or not an incoming question is caused by a malfunction of asystem.• Provide necessary information when reporting a process or system improvement.• Propose improvements in processes and procedures for efficiency.

Within guidelines set by Cygnific and Rituals the Customer Service Agent solves and answers any queries and questions regarding products, orders and the Rituals brand through the different communication channels. Doing so in the Rituals’ customer focused approach (“We do everything in our power to ensure that the world of RITUALS... enriches your life with beautiful experiences and products.”), the Agents increases both customer and brand satisfaction. 1. Customer services• Answer questions coming in through various channels within set targets.• Provide information on specific product, brand, and order related questions.• Handle complaints by inquiring and analysing the case/problem put forward by the customer.• Keep own knowledge and proficiency of the different websites, systems and handling targets up to date.• Provide assistance and information to (potential) Rituals members.• Provide assistance and information to customers regarding order statuses and updates. Reach out to external parties (for instance Post-NL, Rituals Warehouse) to gather information.• Signal and take action upon malfunctions in customer processes and procedures and propose improvements.2. Online reputation management• Provide customers with the unique Rituals’ customer experience through online communication.• Filter and prioritize incoming messages from the different Online communication channels, and decide what messages should be followed-up.3. Process control & continuous improvement• Monitor that processes and procedures are followed as agreed upon.• Safeguard changes and improvements are embedded in business as usual.• Make sure changes and improvements are communicated to all parties involved.• Analyse the malfunction in process or procedure and determine the cause.• Propose improvements in processes and procedures for efficiency.• Participate in a constructive manner in improvement sessions/activities/projects.

Amsterdam En Omgeving, Nederland

Amsterdam En Omgeving, Nederland

Assistant Store Manager WE Fashion Kalverstraat- Train, Lead, Coach team- Ensure targets/KPI's- Perfect customer service/focus- Recruitment- Visual Merchandising

Amsterdam En Omgeving, Nederland

Support the company vision through front line management of Sales Associates. Primary responsibility is to support the Store Manager and Co-Manager's efforts in driving Associates to execute their duties by supporting a fun, challenging, and rewarding culture.Daily Performances:- Drive to maximize KPI's- Motivate employees by example to maintain a great looking and functioning store- Manage according to standard operating procedures- Efficient and timely execution of Visual directives- Maximize merchandinsing needs while following standards- Promote store fashion image- High customer service standards- Effective problem solving making to resolve customer issues- Support a store-wide, exciting and rewarding culture- Support payroll (issues)- Recruiting and training talent- Knowledge about CAO (dutch collective labour agreement) and law

Enschede

Communicatie Management, Communicatie Management

Fashion Manager, Fashion Management Textiles