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Customer Service Manager
3 months ago
MUST BE FROM A JEWELRY/LUXURY ACCESSORIES BACKGROUND
Can be someone already in a similar position OR 'Store Manager' looking to get into the back end (head office) of Customer Service...
WE are partnered with an insane luxury jewelry retailer that is known and appreciated for their sophisticated pieces. They are looking for a Customer Service Manager to join their Birmingham team. At their lively workshop, each piece of jewelry is a testament to incredible artistry and dedication. EVERY piece of jewelry is made with care and skill, with skilled artisans that create each piece beautifully, using only the best materials. Their passion for making great jewelry runs in the family, going back generations. Now, they're known worldwide for their amazing work.
The Role
As the Customer Service Manager, you will lead and inspire a team to deliver world-class luxury customer experiences, shaping and executing our customer service strategy to ensure top-notch support at every touchpoint. Your leadership will drive customer satisfaction and loyalty, contributing to the brands growth and success.
- Monitor industry trends to stay ahead in customer service excellence.
- Continuously improve processes and procedures.
- Develop and execute a comprehensive customer service strategy.
- Oversee customer interactions via phone, email, chat, and social media.
- Resolve complex inquiries and escalations promptly.
- Ensure high product knowledge within the team.
- Work closely with Sales, Marketing, and Product Development for a seamless customer experience.
- Provide feedback and insights to drive product improvements.
About you -
- Proven track record of leading customer service teams to success, especially in the retail or luxury goods industry.
- Dynamic leadership, coaching, and team-building skills that inspire excellence.
- Exceptional problem-solving and conflict resolution prowess.
- Outstanding written and verbal communication skills.
- A genuine passion for jewelry and a keen insight into the luxury retail market.
