Summary
The Team Manager will lead and develop sales and operations team members in the digital client contact center to meet commercial targets and elevate the digital client experience. This leader coaches and mentors staff across chat email and phone channels to deliver luxury service and signature client moments while driving performance and operational excellence.
Responsibilities
- Drive performance to meet or exceed digital sales targets product category goals and KPIs
- Champion client development strategies across chat email and phone to deepen relationships and increase conversion
- Manage high value digital client relationships and deliver signature client experiences
- Model and coach client centric behaviors across all digital touchpoints
- Monitor and elevate quality of digital interactions through real time coaching and feedback
- Leverage client feedback and NPS data to improve service delivery
- Optimize digital hospitality tools such as virtual appointments live chat and CRM
- Attract hire and retain top digital talent and foster a high performing culture
Requirements
- Minimum of 5 years of retail or luxury retail store management or relevant client related experience
- Proven track record in sales generation and managing achievement of commercial results
- Flexibility to work non traditional hours including days nights weekends and holidays
- Ability to analyze market trends and develop strategic plans
- Ability to translate luxury experience into knowledge foundation and defined strategies
- Authorization to work in the United States
- College or university degree preferred
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