Omni Customer Service Manager- Luxury Brand!

Our client, a luxury jewelry brand, is seeking a Customer Service Manager to join the team! 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. ResponsibilitiesLeads Customer Service Agents servicing all ***** 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.Provides/ Shares CS weekly Dashboard to guide and focus team on productivity, sales, KPI's, and client development.Manages staffing based on call volume, sales and forecasts. Provides service coverage when needed.Develops training and strategies to drive tangible client experience and sales results, incorporating sales techniques and client development best practices.Identifies opportunities and provides recommendations on improving processes and services, specifically focusing on sales conversion and client development strategies..QualificationsStrategic thinker, with excellent analytical, written, and verbal skillsStrong 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 collaborativeExcellent organizational and presentation skillsStrong problem-solving skills using data collection and analysis.Ability to initiate and drive projects to completion with minimal guidance.Proficiency in Excel, Word and PowerpointAttentive to detailsRetail Luxury & Salesforce experience preferred.Please submit a resume for consideration.You can use WorkGrades to collect and manage your references for free and share them with us or anyone else you choose by visiting /home/candidate. Candidates with references are always preferred by our clients. Now is the most important time to stand out from the crowd. We suggest that you ensure you have updated your LinkedIn profile and that you start collecting your references early.

Created: 2025-04-28