Job Description
Job Description
As the EU Customer Service Lead you will plays a pivotal role in elevating the customer experience across COS stores by embedding service excellence and salesmanship through coaching. This role supports store teams and leaders in activating COS core behaviors and actions, driving conversion and pieces per receipt, and replacing external evaluation models with internal capability building. The coach works both digitally and in person across priority markets, starting with a focus on the top 30 stores.
Responsibilities
- Lead high-impact coaching sessions across stores, focusing on elevating COS’s 5 behaviours (Personal, Genuine, Proactive, Expert, Passionate)
- Facilitate role-plays scenarios and team learning sessions to strengthen objection handling, selling technique, and customer‑centric communication.
- Build capability in Store Managers and Department Managers so they can confidently develop and coach their own teams to deliver consistently high service standards.
- Analyse performance data—including conversion, PPR, training completion, and customer feedback channels—to identify trends, set priorities, and drive targeted improvements.
- Collaborate closely with Regional HR, Sales teams, and Store Management to share insights from top‑performing stores and scale best practices across multiple markets.
- Contribute to the creation and enhancement of digital learning materials, ensuring eLearning content reflects COS Key Phrases, service language, and identified capability gaps.
- Provide clear quarterly reports with insights, measurable coaching outcomes, and recommended actions for continuous improvement across the region.
Qualifications
Alignment to our company values is the most important characteristic we look for in all new joiners. Our values are the behaviours that we appreciate above and beyond anything else. We are open-minded and curious, we dare to be different, we believe in constant improvement and we empower and trust you to take ownership. Our values are part of who we are, what we stand for and how we act.
What you need to succeed
- Customer Service Leadership - Proven ability to lead remote teams to deliver exceptional service, resolve issues, and consistently improve customer satisfaction.
- Sales - Strong understanding of how service drives sales, with experience setting strategies that improve conversion and other key commercial results.
- Regional Training & Development - Skilled in creating and delivering coaching, role‑play, and onboarding programmes, and scaling these effectively across multiple markets.
- Performance Data Interpretation - Ability to interpret KPIs such as CR and PPR and turn insights into clear, tangible actions that improve team performance.
- Digital Learning & Content Creation - Confident using digital learning tools and able to update or create eLearning content based on identified skill or knowledge gaps.
- Stakeholder Influence - Experienced in securing buy‑in from HR, Sales, and Store Management to drive consistent standards and support key initiatives.
- Travel - ability to travel up to 60% of the time
Additional Information
This is a full time, 12 month contract based at our Head Office in London
Benefits
We offer all our employees attractive benefits with extensive development opportunities around the globe. All our employees receive a 25% staff discount usable on all our H&M Group brands in stores and online. In addition to our staff discount, all our employees are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
In addition to this London based colleagues also receive
25 days holiday
Discounts on everyday brands and leisure activities
Retail Trust membership
Pension scheme
Discounted gym membership
Cycle to work scheme
Inclusion & Diversity
At COS we’re determined to create and maintain inclusive, diverse and equitable workplaces throughout our organisation. Our teams should consist of a variety of people who share and combine their knowledge, experience and ideas. Having a diverse workforce leads to a positive impact on how we address challenges, what we perceive as possible and how we choose to relate to our colleagues and customers all over the world, therefore all diversity dimensions are taken into consideration in our recruitment process.
Brand Description
COS
COS offers a wardrobe of ready-to-wear and accessories rooted in exceptional quality and lasting design. The brand has an elevated aesthetic that embodies luxury with an emphasis on craftsmanship, innovation and compelling fashion movements.
In this role you will have some flexibility to work remotely however due to the high level of cross department collaborations approx. 4 days per week office presence is required to foster strong collaborations and team work.
Ready to apply? Click on the I’M INTERESTED link where you can upload your CV securely. Once we have received your application, we will keep you updated regularly about the status of your application so please look out for our email.
Please note this position is offered on a local contract, therefore you should have the legal right to work in the UK before applying. Other candidates are welcome to register their interest and we will keep you in mind for future opportunities.
Closing Date: Friday 13th March
We are looking forward to hearing from you!
