Customer Service Manager

Customer Excellence Los Angeles, United States


The Role:

Reporting to the Vice President of Operations, you will be responsible for driving excellent results and productivity of the Customer Service team. You will be managing a team of Customer Service Supervisors and working closely with global Customer Service Managers to ensure SLAs are met and to promote the highest level of service excellence.

What you’ll do:

  • Responsible for executing the global service strategy, ensuring SLAs are achieved
  • Identify the voice of the US customer and develop strategies to define and deliver a luxury customer service experience
  • Provide leadership for the team by inspiring them with the company’s service vision, setting clear objectives, and motivating them to deliver the best level of service
  • Assess daily/weekly service levels and quality of service; implement service improvement strategies
  • Act as final point of escalation for team for customer or IT related issues
  • Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas
  • Work with Real-Time Supervisor to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks
  • Provide weekly customer feedback report
  • Manage customer related costs
  • Work closely with global CS Managers to ensure consistency of service and productivity
  • Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
  • Support Customer Service Supervisors recruit, train and develop Customer Service Advisors to ensure knowledge and skill-set growth
  • Limited international travel may be required

Who you are:

  • Proven leadership and management capabilities
  • Solid e-commerce experience and knowledge
  • Deep understanding of luxury fashion and brands
  • Strong commercial acumen with the ability to pivot quickly according to business needs and to manage change with confidence
  • Ability to work under pressure in a fast-paced environment
  • Ability to manage and organize a team from a performance as well as development perspective
  • Ability to make sound business decisions with a strong sense of urgency
  • Ability to work across all levels and offices within an organization with a collaborative approach
  • Passion for providing exceptional customer service to both internal and external customers
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed