SummaryAs a Customer Service Manager, you will lead a high-performing team to enhance the Bulgari customer experience. You will be responsible for building a best-in-class customer service department that is innovative and high achieving, while working in a hybrid environment. Reporting to the Director of e-Commerce, you will be based in our NYC Office.
Responsibilities- Manage and track daily activities of the customer service team, including phone calls, emails, chat, and e-commerce order processing.
- Outline customer service objectives and ensure deliverables are met across all channels.
- Develop training and strategies to drive client experience and sales results.
- Collaborate with the Sr. Manager of Quality, Fraud, and Escalation to address order and service issues.
- Generate and share analytical reports on performance and commercial objectives with senior leadership.
- Identify opportunities for process and service improvements, focusing on sales conversion and client development strategies.
- Support policy and procedure developments within the Customer Service team.
- Develop a system of actions to ensure speed, quality, and satisfaction of client queries.
- Launch and increase conversions across different sales channels.
- Partner with CRM on clienteling programs and outreach campaigns.
- Take ownership of sales targets and client development goals, monitoring performance and implementing corrective actions as needed.
- Lead Customer Service Agents and provide dynamic leadership to mentor and guide employees.
- Develop and manage analyses and reporting related to KPIs and service levels.
- Establish a client-centric culture within the team.
- Maintain a talent pipeline in partnership with HR.
- Foster collaboration with Omni-Channel teams to drive business and client experience forward.
Requirements- Bachelor’s degree or higher required.
- 5+ years of management experience in customer service or related environment.
- Fluent in English with exceptional written grammar and punctuation skills.
- Knowledge of French, Mandarin, or Spanish is a plus.
- Strategic thinker with excellent analytical, written, and verbal skills.
- Strong command of data and analytics.
- Ability to operate flexibly in a fast-paced environment.
- Ability to influence and communicate cross-functionally with all levels of management.
- Excellent interpersonal and customer service skills.
- Proficiency in Excel, Word, and PowerPoint.
- Retail Luxury and Salesforce experience preferred.
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