Senior Manager, Client Concierge

Call Center Lehi, Utah Full Time

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FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.
About the Opportunity:
The Senior Manager, Client Concierge leads the strategic planning and daily operations of the contact center to ensure an exceptional, luxury client experience. This role oversees the Concierge team and Supervisors, driving service excellence, customer retention, and operational performance. The Senior Manager optimizes contact center tools and technologies, using data and insights to enhance efficiency and elevate the client journey. Through strong leadership and team development, they foster a culture of accountability, continuous improvement, and best-in-class service across all channels. Responsibilities include:
  • Strategic planning, execution, and day-to-day management of all contact center operations, ensuring they meet both customer and organizational needs
  • Lead, coach, and inspire the Client Concierge Supervisors and Concierge team members to deliver best-in-class luxury service
  • Manage and optimize Concierge technology platforms (i.e. Powerfront, Salesforce, Loris, RingCentral)
  • Manage customer experience initiatives designed to advocate for a customer-centric approach
  • Monitor and report on key performance metrics and develop data-driven insights to identify trends, opportunities, and risks, and take proactive action
What We’re Looking For:
  • 4-6 years as a call center manager or similar position (6+ years preferred)
  • 10+ years in customer service and/or account management 
  • 1+ years of basic financial analysis; budgeting, scheduling, and report creation (2+ years preferred)
  • 2+ years in an e-commerce environment 
  • 2+ years managing complex systems including system optimization preferred 
  • Excellent interpersonal, problem-solving, verbal and written communication, and conflict resolution skills
  • Strong coaching and leadership skills, ability to motivate employees
  • Passionate about customer service with the ability to stay calm in stressful situations and lead through change
  • Knowledge of performance evaluation and customer service metrics including reporting and budgeting procedures 
  • Experience with workforce management tools and processes, including forecasting, scheduling, and capacity planning for contact centers a plus
  • Experience implementing IVR menu updates, AI automation, and self-service strategies
What We Offer:
  • Medical, Dental and Vision Coverage
  • FSA options for Medical, Dependent Care & Commuter Benefits 
  • Paid Time off, Paid Sick Time, and Paid Holidays 
  • 401(k) with generous match program 
  • Free Life Insurance and AD&D
  • Long Term Disability Insurance
  • Employee Discount
Payscale:

  • FASHIONPHILE reasonably expects the range to be $90,000-$115,000 for this position in our Lehi, UT location and offers an annual bonus opportunity aligned to our Senior Manager level. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.

 

FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].

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