Associate Consumer Relations Quality and Training Manager (13-Month FTC)

This role leads the design, delivery, and continuous improvement of Quality and Training programmes that build a highly skilled, consumer-obsessed EMEA Customer Experience organisation. It shapes the standards, behaviours, and culture across both in-house and outsourced teams, ensuring consistently excellent experiences across all touchpoints. The role holder uses data, insight, and strong cross-functional influence to drive improvements, anticipate future needs, and elevate performance at scale.

• Drive consistent quality, culture and training across internal teams and outsourced partners
• Implement training plans and work with Brand and Retail teams to build product knowledge
• Manage relationships with external agencies and deliver training programmes personalised to external stakeholders
• Measure, report on and improve Consumer Experience quality
• Conduct audits and oversee outsourced programmes
• Collaborate with leadership to maintain high standards

• Proven experience developing and implementing quality and training frameworks
• Leadership and coaching experience
• Competency in learning management systems (LMS), such as Rise Articulate360
• Passionate about service, positive disruption and delivering quality
• A self-starter who is highly organised
• Comfortable managing multiple projects and solving problems proactively
• Able to understand what constitutes good service and translate it into training plans

• Experience in a B2C environment is beneficial

• Hybrid and flexible working environment

• 27 days holiday plus bank holidays
• Half-day Fridays generally available when the week's work is finished
• Extras, discounts, perks and volunteering opportunities
• Generous discounts and community-based programmes
• Extensive opportunities and support for personal and professional development, including a Global Mentorship Programme

Deckers Brands is a global company of around 3,000 people across five brands: UGG, Hoka, Teva, Sanuk and Koolabura by UGG. The company aims to positively impact the world through its Be Good, Do Good community involvement and through sustainable business practice and socially responsible operations. It states that it is committed to helping its people thrive and offers a generous employee benefits package alongside health, wellness and career development support.