Summary
Lead and coach a team of online beauty consultants to deliver exceptional luxury client service and meet performance and sales targets in a digital environment. Responsible for driving team performance, ensuring quality standards, managing workflows, and collaborating with cross functional partners to improve tools and processes.
Responsibilities
- Lead, motivate, and support a team of online beauty consultants to achieve service and sales targets.
- Conduct regular one on ones, team huddles, and performance reviews in partnership with leadership.
- Monitor productivity, set expectations, and provide coaching and feedback to drive performance.
- Track and analyze team KPIs such as response time, customer satisfaction, and resolution rates.
- Identify training needs and implement improvement plans to close performance gaps.
- Manage daily workflow, schedules, and resource allocation to maintain service levels.
- Handle escalated customer issues to ensure timely and satisfactory resolution.
- Prepare and deliver team performance reports and actionable insights to leadership.
- Support onboarding and ongoing development of team members and champion best practices.
Requirements
- Proven experience managing client service teams with knowledge of customer service workflows.
- Background in luxury or cosmetics with experience serving high value clients.
- Proficiency across phone, email, chat, social messaging, and video channels.
- Strong commercial mindset with ability to support product selection and drive conversions.
- Excellent communication skills including elocution, storytelling, and writing abilities.
- Ability to coach to luxury service standards and maintain quality compliance.
- Tech savvy with ability to use and adapt to multiple digital tools.
- Demonstrated resilience, sound judgment, and solutions focused approach.
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