Client Services Manager

POSITION OVERVIEW:

Client Services (CS) Manager is responsible to manage performance, guide and support of a team of CS advisors to deliver omnichannel support and elevated experience over the different touchpoints (including eCommerce and Retail calls, After Sales, Livechat, Outreach Campaigns and general inquiries).

Key objectives are:

• performance management to achieve SLAs, KPIs and sales targets
• coaching and development of the growing team, including onboarding and training
• support to CS Director to implement strategies, tools, policies and procedures for the team

• Execute staff coverage and scheduling based on estimated call volumes
• Manages a team of up to 12 Client Service Advisors
• Leads by example by embracing the omnichannel and client-centric culture of the team during interactions with clients and advisors
• Develops processes to ensure quality assurance, tracking and reporting
• Motivates and provides adequate resources to team to exceed KPIs
• Uses quantitative and qualitative feedback for personalized training of advisors
• Leads onboarding of permanent and seasonal advisors, as well as ongoing training and refreshers around clienteling, selling, problem-solving, policies/procedures, escalations and de-escalations
• Leverages CRM resources to grow client engagement, recruitment and retention
• Supports and empowers team with resources to resolve inquiries during the call (including order deliveries, returns, repairs, payments, refunds and escalations)
• Manages case escalations process effectively and maintains communication with store teams and retail operations about orders connected to omnistock or retail-related inquiries
• Partners with After Sales on an optimal client experience and follow-up for repairs and product issues
• Provides direct client support and performs outbound outreach through different channels when needed

JOB SKILLS, REQUIREMENTS & ATTRIBUTES:

• Customer Service / Call Center and managerial experience highly preferred
• Luxury Retail experience preferred
• Minimum 5 years of either Customer Services or Luxury Retail experience
• Process oriented with ability to manage long-term and short-term projects in parallel
• Developed ability to put the client first with high interpersonal skills and empathy
• Strong problem-solving approach, motivational and people development skills
• Demonstrated leadership to influence and motivate a team towards results
• Excellent verbal and written communication
• Advanced knowledge of Microsoft Suite (including excel)
• Exposure to Client Services Systems (i.e. Salesforce) preferred
• Fluency in Spanish, Mandarin or Portuguese a plus
• Ability to work nights and weekends as needed