Customer Service Manager

The Customer Service Manager leads the Customer Service team, driving performance and processes for the continued improvement of the Bulgari customer experience, while deepening and enhancing customer relationships. You will build and lead a customer service department that is “best in class,” innovative, high achieving and hybrid. The team includes a motivated digital sales team and dynamic service agents. This position reports to the Director of e-Commerce and is based in our NYC Office.

DUTIES & RESPONSIBILITIES

• Manages, monitors and tracks the day-to-day activity of the customer service team including, but not limited to, phone calls, emails, chat, Whatsapp, surveys, data capture and e-commerce order processing.
• Manages staffing based on call volume, sales and forecasts. Provides service coverage when needed.
• Outlines customer service objectives, determines service KPI’s and ensures deliverables are met (service levels, team productivity, compliance, revenue growth, quality & customer satisfaction) across all channels, with a focus on sales targets and client development goals.
• Develops training and strategies to drive tangible client experience and sales results, incorporating sales techniques and client development best practices.
• Collaborates with Sr. Manager of Quality, Fraud and Escalation to monitor fraud and address order and service issues. Supports customer service evaluations, client requests and escalations.
• Generates and shares comprehensive, analytical reporting and forecasts on performance, SLA’s and commercial objectives, including sales growth and client acquisition/retention metrics, with senior leadership.
• Identifies opportunities and provides recommendations on improving processes and services, specifically focusing on sales conversion and client development strategies.
• Stays abreast of industry best practices to identify trends in the Retail luxury & Retail CS industry, particularly in sales management and client development.
• Supports developments, roll-outs and implements policies, procedures and required changes within the Customer Service team.
• Develops and maintains policy and procedure manuals for internal processes to support service, sales growth and client development.
• Develops a system of actions and order management to ensure speed, quality, and satisfaction of client queries, optimizing processes for sales conversion and client retention.
• Launches and increases conversions across the different sales channels, including inbound conversion, live-chat, outbound campaigns and client development actions. Tracks and analyzes sales performance across channels, identifying areas for improvement and implementing strategies to maximize conversion rates.
• Partners with CRM on clienteling programs and tools, and effectively implements outreach campaigns to drive recruitment and retention. Analyzes the effectiveness of these campaigns and optimizes for best results.
• Takes ownership of sales targets and client development goals, holding the team accountable for achieving these objectives. Monitors performance closely, provides regular feedback, and implements corrective actions as needed. Reports on progress against targets to senior leadership.
• Performs additional projects, reporting and tasks as needed.

LEADERSHIP & DEVELOPMENT

• Leads Customer Service Agents servicing all channels: Email, Phone, Chat, WhatsApp, Retail Support and owns the CS Commercial goal, driving sales performance and client portfolio growth.
• Provides strong, dynamic leadership that mentors, develops and guides employees to effectively deliver upon customer loyalty, client management as well as employee engagement to ensure professional growth.
• Develops and manages analyses and reporting related to KPIs and service levels. Actively identifies opportunities at the team and individual level for process and service improvements. Implements ongoing service improvements, leveraging data to impact the overarching strategy, including sales performance and client development initiatives.
• Provides/ Shares CS weekly Dashboard to guide and focus team on productivity, sales, KPI’s, and client development.
• Partners effectively with Training, Retail & CRM teams as well as Dublin Customer Service Team for customer service development and performance.
• Establishes and fosters a client-centric culture within the team to not only service, but also acquire and upsell clients, focused on team motivation, accountability, development and retention.
• Maintains a talent pipeline in partnership with HR to ensure team productivity and high-quality talent, prioritizing candidates with sales aptitude and client relationship-building skills.
• Leads the different phases of headcount growth of the Client Services Center, identifying the optimal timing for growth to support sales expansion.
• Sets the example for the team to uphold high standards as well as collaboration with the retail network, demonstrating best practices in customer service excellence and omni-channel technologies.
• Fosters collaboration with Omni-Channel teams (E-Commerce, ALC, Demand Planning, After Sales, Supply Chain, CRM, Merchandising, Training and Retail) to drive the business and client experience forward, focusing on integrated sales strategies and client lifecycle management.

EDUCATION

• Bachelor’s degree or higher required
• 5 years of management experience in customer service or related environment
• Fluent in English with exceptional written grammar and punctuation skills
• Knowledge of French, Mandarin or Spanish is a plus, but not required

SKILLS

• Strategic thinker, with excellent analytical, written, and verbal skills
• Strong command of data & analytics, with ability to generate meaningful and timely insights.
• Ability to operate with flexibility in a fast-paced, constantly evolving team environment.
• Ability to influence & communicate cross-functionally with all levels of management.
• Ability to lead teams in a high-growth, entrepreneurial, and ambiguous environment.
• Excellent interpersonal and customer service skills, open and collaborative
• Excellent organizational and presentation skills
• Strong problem-solving skills using data collection and analysis.
• Ability to initiate and drive projects to completion with minimal guidance.
• Proficiency in Excel, Word and Powerpoint
• Attentive to details
• Retail Luxury & Salesforce experience preferred.

TECHNICAL SKILLS

Microsoft Office Suite | Salesforce | SAP | Adyen Payment Gateway | Online Fraud Tools | New Voice Media (NVM)