Consumer and Shopper Engagement Team Leader

Job Description

Do you love leading outstanding consumer service teams and looking to build a long-term career in an innovative and supportive company?

Our front-line team of Consumer & Shopper Engagement (CSE) Advisors supports 4 million LEGO® customers around the world every single year! Come and join us as Team Leader at our Shanghai Contact Centre where you will be part of leading and encouraging our CSE Advisors!

No relocation assistance is offered for this position

Core Responsibilities:

• Lead, motivate and engage your team (10-15 advisors) by creating a culture of openness and transparency

• As a team role model to demonstrate the LEGO Values in every interaction you have

• Analyse team performance to understand root causes and act on these to drive up the performance of your team

• Utilise formal and informal mentor sessions/121s using both directive and non-directive feedback to continually drive team and individual performance. Build and follow up on actions plans for all team members

• Carry out engaging board huddles and regular team meetings to keep your team advised on day to day performance and goals of the department and wider business

• Work closely with team members on their career development plan, identify talents and support the growth of individuals in the team

• Drive recruitment activities to ensure the successful hiring of frontline staff

• Create psychologically safe environment for team members that encourage growth and retain talents to minimize attrition

Play your part in our team succeeding

The LEGO Group is a 90 years old family-owned company who is true to our values of inspiring and developing kids. Our Consumer and Shopper Engagement Advisors that the CSE team leader will lead are a group of people who [FC1.1]are motivated, multi-lingual, natural engagers with a positive attitude that is maintained even under pressure. We strive for employees to have a great work-life balance because it is important to have a satisfying career in addition to a happy private life. This position also gives the ability to be the voice of the consumer and deliver feedback to our internal stakeholders.

Do you have what it takes?

• 3 years of experience as a people leader who can inspire and develop a diverse group of 10-15 advisors.

• Proficient in both written and verbal in both English and Mandarin

• A solid understanding of CRM and contact management

• Be a team player, who can work well with a diverse group of people at all levels.

• Experience leading contact center teams for online Ecommerce platforms like Tmall is a plus.

• Can accept weekend shift.

#LI-JY2

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career. Then make it real. Join the LEGO® team today.