Join our prestigious team as the Head of Customer Care, where you'll play a pivotal role in shaping the customer experience. Leading a dedicated team, you will develop and implement strategies to ensure unparalleled service, fostering long-term relationships with our clients.

This role offers significant growth opportunities within our luxury brand, allowing you to drive innovation and influence company-wide practices. Collaborating closely with the Sales, Marketing, and Product Development teams, you will enhance our service offerings and contribute to our brand's success.

What sets this role apart is the chance to combine exceptional leadership with a passion for luxury, all while working in an environment that values creativity and customer-centric thinking. If you are committed to excellence and eager to make a lasting impact, this is the perfect opportunity for you.

Responsibilities

• Oversee and lead the entire customer care team, ensuring every member is motivated, well-trained, and aligned with our service standards.
• Develop and implement strategic initiatives that enhance customer satisfaction and streamline our service delivery processes.
• Analyze customer feedback and data to identify areas for improvement, creating action plans to address any issues or gaps in service quality.
• Collaborate closely with other departments, such as sales and marketing, to ensure a seamless and positive customer experience across all touchpoints.
• Handle escalated customer inquiries or complaints, providing solutions that uphold our reputation for excellence.
• Monitor key performance indicators (KPIs) related to customer care, reporting on trends and making recommendations for continuous improvement.
• Stay informed about industry best practices and emerging trends in customer service to keep our approach innovative and effective.
• Manage budgets and resources efficiently, ensuring that the customer care department operates within financial constraints while delivering top-notch service.

Requirements

• Proven ability to develop and implement customer care strategies that enhance client satisfaction.
• Lead, mentor, and motivate the customer care team to consistently achieve high performance standards.
• Effectively manage and resolve escalated customer issues to maintain positive relationships with our clients.
• Collaborate with other departments to ensure seamless communication and integration of customer feedback into business processes.
• Regularly analyze customer service metrics and use insights to continuously improve our service offerings.
• Exhibit strong problem-solving skills and the capability to adapt to evolving customer needs and market trends.
• Design and deliver comprehensive training programs to enhance the skill set of the customer care team.
• Champion the voice of the customer within the organization and advocate for initiatives that prioritize customer experience.