Senior Director of Customer Service

Our client, a known apparel brand, is looking for a highly experienced Senior Director of Customer Service to join their team!In this role you will use strategic and operational skills to build, design, and maintain a system of programs and processes that maximize productivity, leverages resources, and complies with budget, ensuring a healthy operational climate.EXPERIENCE IN APPAREL OR FOOTWEAR PREFERRED!!!!!!Location- Onsite-Manhattan Beach, (NON NEGOTIABLE)Salary-Up to $200K DOEWhat You Will **Lead and manage the customer service departmentDevelop and implement customer service strategies, policies, and procedures aligned with the companys goals and objectives.Motivate, coach, and develop managers/supervisors and customer service representativesManage and optimize customer service processes and metrics, identify areas for improvement, including monitoring open orders to maximize sales.Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.Evaluate staffing needs to ensure service levels are met.Conduct regular team meetings and identify training sessions neededEstablish and maintain strong relationships with the Production, Allocations, Credit and Sales Management team.Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practicesIdentify opportunities for process optimization and implement continuous improvement initiatives.Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.Present regular reports and recommendations to senior management, highlighting areas of success, challenges, and opportunities for improvement.Who You **Foster a strong, customer-centric cultureKnowledge of customer service best practices, footwear and apparel industry trends, and relevant technologies.Strong leadership and people management skills, with the ability to motivate and develop teams.Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.Bachelors degree degree preferred.Minimum of 5-7 years of experience in customer service management, preferably in a manufacturing or wholesale environment within the footwear and apparel industry.Proficiency in customer relationship management (CRM) systems and data analysis tools.

Created: 2025-05-07