Fashion

Fulltime
06-26-2018
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Job# 29591 BH# 354424
Contact# 5594693

Associate Director for Customer Service

Client Overview: 

Our client is a popular destination for luxury apparel and accessories to suit every fashionista. With their fashion-forward, cool, and chic must-haves, you can effortlessly dress in style every day.

Position Overview:

In this position, you would be responsible for directing process changes to improve the level of customer experience. You would also be responsible for managing a team and overseeing training.

Responsibilities:

  • Direct process changes to improve the level of customer experience and implement plans to scale the customer service team through increased efficiencies, automation, and hiring
  • Collaborate with cross-functional teams, including marketing, merchandising, sales, technology, operations, and finance
  • Oversee and track team performance against metrics and company objectives for client satisfaction, team productivity, and budget
  • Review and identify customer inquiry key trends and client pain points and present recommendations to improve the customer experience
  • Manage all aspects of training for management and team members, including systems, processes, and soft skills

Key Qualifications:

  • Bachelor’s degree preferred
  • 7+ years’ management experience
  • Direct experience managing a customer service department
  • Proficient with Microsoft Excel
  • Luxury goods experience preferred