Customer Service Manager

Customer Service Manager | Luxury Jewellery Retailer | Hybrid

Are you passionate about delivering exceptional customer experiences? Do you have a track record of managing a successful customer service team in a luxury environment? Then we have the perfect role for you! Our client is a multi-award-winning luxury e-commerce retailer, specialising in high value luxury goods. With showrooms across the UK, Europe, and the Middle East, they are performing well and now want a Customer Service Manager with experience in luxury retail to join their business.

With a strong European presence and headquarters in Germany, we are looking for a Customer Service Manager who is fluent in German Speaker (written and spoken) to join and lead the team. This is a fantastic role for someone to oversee the entire customer journey-from initial contact, to the instore experience, to the purchase of the product to the after-sales support. Your leadership will shape a high-performing team dedicated to delivering outstanding service and fostering long-term customer relationships.

We want a Customer Service Manager who has ideally worked in a luxury retail store, but has now grown into a service role. You will manage and map every step of the customer journey to build on our processes and enhance them.

This role offers with hybrid working, during induction you will be more office based but office days will reduce over time to suit your needs and the needs of the business

Key Responsibilities as our new Customer Service Manager:

• Take full responsibility for the customer strategy
• Develop and implement customer service strategies to ensure they align with our business and our growth plans
• Measure and analyse all customer interactions across all channels to ensure a seamless experience.
• Develop new and enhanced KPI's to ensure service is going above and beyond at all times
• Able to manage and work with key stakeholders in the UK and across Europe
• Roll out new initiatives and plans in a collaborative manner - work with stakeholders at all levels to ensure maximum buy in

You will be managing a highly performing team, but there is the scope to add t the team and ensure that we offer the best-in-class service at all times. The successful Customer Service Manager will have experience of working in premium retail stores and understand how it feels to be a customer and a colleague and ensure it's a great experience for all concerned.

About You - what we want in our new Manager

• Fluent in German and English(spoken and written).
• proven experience of delivering an exceptional customer experience.
• Able to understand the intricacies of luxury retail
• Excellent leadership credentials
• Able to full use a range of CRM systems
• Data focused and analytical
• Possess a growth mindset

This is truly an exceptional role, for a Customer Service Manager who understands luxury, works with luxury goods and can understand our customers and clients, this role is perfect for you.

Our client can offer a competitive salary, European and worldwide travel to HQ and stores, bonus potential, hybrid working, career development and progression.

Apply now for an immediate interview.

BBBH32846