We are performing a confidential search for a luxury goods employer in Westchester County seeking to hire a Customer Service Manager. This is a hybrid position requiring a mix of in-office and remote work
The Job
As the Customer Service Manager, you will lead our integrated customer service function and team of professionals, ensuring exceptional service delivery across all business segments and channels to deliver a premium customer experience, create engaged customers and facilitate organic growth.
Responsibilities
Manage and develop a world-class Customer Service team. Provide guidance and support to the team, set goals and objectives, promote development opportunities and foster a positive work environment. Conduct regular performance reviews and provide constructive feedback to team members.
Determine the customer service team needs based on key metrics and performance indicators. Assess and recommend staffing, and select, hire and train team members. Identify training and development needs and coordinate appropriate programs to enhance team skills.
Ensure each team member is efficiently resolving issues and inquiries, exceeding customer expectations, and delivering outstanding experiences to clients.
Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards. Ensure the team follows all internal and external guidelines and regulations.
Handle escalated customer inquiries and complaints, ensuring prompt resolution and maintaining customer satisfaction
Establish and update support policies and procedures to meet the needs of the team, customers, and the business.
Spearhead sharing team and client insights and trends to all areas of the business including product, marketing, and operations.
Quarterback critical client issues and escalate to the proper channels to ensure a speedy resolution.
Partner with cross-functional teams to identify dependencies, plan customer journey action items and manage backlog, and deliver on core goals.
Work with senior management to develop and execute the customer service strategy aligned with company goals.
Requirements
The successful person in this position is a detail-oriented, hands-on leader with the ability to prioritize and execute on the customers' and team's needs. You are a problem solver with strong analytical skills along with the ability to multitask and communicate effectively. You're curious, proactive, and organized, with exceptional written and verbal communication skills. You successfully balance customer needs and expectations with operational quality and business growth strategies. To accomplish this, you have:
A proven track record (ideally 3-5 years) running a market-leading Customer Service Call-Center team in an omni-channel environment, including management of a hybrid workforce, for a DTC luxury sector retailer.
MS Office proficiency; Deep experience with Contact Center systems, eCommerce platforms, and ERP systems.
Luxury sector customer service experience
Success leading teams in a fast-paced, technology-driven environment
Experience managing organization change within the customer service function.
This is a hybrid position, offering 1-day remote work, with occasional evenings and weekends required for special projects.
We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.