Summary
Lead a team of Resolution Advisors to manage high-level client escalations and deliver discreet, timely resolutions aligned with luxury brand standards. Drive strategic analysis, cross-functional collaboration, and continuous improvement to protect brand reputation and enhance client loyalty. Serve as primary contact for sensitive client concerns and develop bespoke resolution strategies while coaching and developing staff.
Responsibilities
- Supervise, coach, and develop up to 15 Resolution Advisors to meet KPI targets.
- Manage and prioritize sensitive client escalations with discretion and professionalism.
- Conduct in-depth investigations and root cause analysis of complex client issues.
- Track escalation metrics and prepare reports for senior management.
- Develop and implement high-touch resolution strategies tailored to luxury clientele.
- Collaborate with internal departments to implement long-term solutions and process improvements.
- Create and contribute to training materials and best practices for luxury protocols.
- Attract, recruit, and retain high-performing team members with Talent Acquisition.
- Monitor schedule adherence and communicate discrepancies to senior management and HR.
Requirements
- BA or BS in Business Administration, Communications, Hospitality Management, or related field.
- 5+ years in high-touch client service or client relations; 4+ years in escalation or resolution management in the luxury sector.
- Proven ability to manage complex, high-stakes client issues with discretion and efficiency.
- Proficiency in CRM systems such as Salesforce and contact center platforms like Genesys.
- Exceptional verbal and written communication skills and superior interpersonal skills.
- Strong problem-solving, analytical, and critical thinking abilities with attention to detail.
- Ability to work autonomously and collaboratively in a fast-paced luxury environment.
- Composed, professional, and empathetic demeanor under pressure.
- Requires weekends, evenings, and holiday availability at the Irving, TX location.
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