Team Manager, Client Service Center

Summary

Lead and support a team of Client Advisors at the Client Service Center, ensuring delivery of exceptional client experiences across phone, email, chat and social media. Drive team performance against qualitative and quantitative KPIs, coach advisors, and implement action plans to meet business objectives while modeling brand values.

Responsibilities

• Manage day-to-day operations and performance of Client Advisors.
• Set individual and team goals and monitor progress against expectations.
• Provide consistent coaching, feedback, and establish accountability.
• Identify development and training needs and support skill growth.
• Define and drive action plans to attain KPIs and clienteling activities.
• Maintain up-to-date product and brand knowledge and participate in trainings.
• Demonstrate and model company values and client service standards.
• Work weekends, evenings, and holidays as required.

Requirements

• Minimum 6 years leading others in retail, luxury retail, digital selling, or hospitality.
• BA or BS degree preferred.
• Proven track record developing high performing teams.
• Strong business intuition and analytical skills with presentation ability.
• Very proficient in Excel PowerPoint and Microsoft applications.
• Excellent organizational and time management skills.
• Ability to multitask across systems and work independently in a fast paced environment.