Senior Manager, Client Service Center

Summary

Senior Manager responsible for leading the Client Service Center team in Irving, optimizing performance and client interactions to reflect luxury standards and collaborating with the retail network to cultivate client relations and resolve queries efficiently. Role requires flexibility to work nights and weekends and the ability to work from the Irving Service Center with occasional work from home when required.

Responsibilities

• Manage a team of five Team Managers and oversee day to day operations.
• Optimize team performance and drive results for client services.
• Ensure client interactions align with the luxury brand experience.
• Collaborate with retail network to support client relations and escalation handling.
• Oversee timely resolution of client queries and issues.
• Develop and implement processes to improve client experience.
• Coach and develop leaders to build successful teams.
• Maintain professional presentation standards and luxury etiquette.

Requirements

• 5 years of experience in a similar role managing leaders and teams.
• Proven track record in developing high performing teams.
• Strong understanding of digital and retail client experience.
• Excellent interpersonal, written and verbal communication skills.
• Strong problem solving and influencing abilities.
• Ability to work flexible hours including nights and weekends.
• Home internet speeds of at least 50 MBPS and private workspace for work from home as needed.