Director Client Experience - Client Service Center

As the Director of Client Experience at our Client Service Center, you will lead a team of Senior Managers to ensure the highest level of client service and satisfaction. Reporting to the Vice President of Client Services, you will play a crucial role in developing and mentoring the client experience team, fostering a culture of excellence and continuous improvement.

• Lead Senior Managers to drive operational excellence and develop business strategies to enhance the client experience.
• Foster a culture of excellence, growth, and accountability with proactive communication across all levels.
• Develop quality management strategies for Client Service Centers, including standards, scorecards, and training.
• Provide thought leadership around career pathing to secure top employee engagement and retention.
• Develop and implement initiatives to optimize service levels, sales, and client satisfaction.
• Partner cross-functionally to ensure process standardization and consistent documentation.
• Assess service statistics and recommend strategies to improve service quality and productivity.

• Minimum of 10 years of leadership or management experience in a customer service setting.
• Experience managing leaders and large work teams in an in-house call center environment.
• Strong leadership and team management skills with excellent communication abilities.
• Capability to analyze data and derive actionable insights.
• Passion for delivering exceptional client service and strategic thinking.
• Understanding of luxury retail dynamics and experience in developing client experience strategies.
• Proficiency in using CRM systems and data analysis tools.