Customer Service Manager

Placed by Leon has exclusively partnered with a global e-commerce retailer, supplying some of the most beautiful diamond jewellery in the world.

My client is looking for a Customer Service Manager to oversee the entire customer journey, from initial contact through to purchase, delivery, after-sales support, and repeat business.

The ideal candidate has a jewellery background and will be able to create and maintain exceptional customer experiences that align with our clients' brand values and drive customer loyalty.

Key Responsibilities:

1. Develop and implement comprehensive customer experience strategies aligned with business objectives
2. Define the customer service delivery roadmap to ensure consistent, exceptional experiences
3. Monitor customer interactions across all channels (in-store, phone, email) to identify potential issues and address them promptly.
4. Design and execute an effective customer communication plan
5. Establish meaningful KPIs to measure customer satisfaction both internally and externally
6. Continuously improve service delivery through process standardisation and efficiency optimisation
7. Lead, motivate and develop the customer service and repairs teams
8. Conduct regular team meetings to communicate expectations and address concerns
9. Provide training, mentoring and development opportunities for staff
10. Create comprehensive training materials and procedural templates
11. Ensure all departmental KPIs are consistently met or exceeded
12. Manage daily customer service operations and monitor team performance
13. Identify and eliminate root causes of customer service issues across the journey
14. Handle escalated customer complaints with professionalism and efficiency
15. Provide backup support for customer inquiries and repairs when necessary
16. Work seamlessly with sales, digital, and other departments to ensure consistent customer experiences across all touchpoints
17. Support all departments with customer service-related challenges
18. Coordinate with the sales team to implement initiatives that enhance customer satisfaction
19. Stay current with industry developments and implement best practices

About you:

1. The ideal candidate will demonstrate a passion for exceptional customer service and continuous improvement
2. Proven experience in luxury retail - jewellery experience a plus
3. Excellent communication and interpersonal skills
4. Proven ability to lead and motivate a team
5. Detail-oriented with a high level of professionalism
6. Proficiency with CRM systems

This role will have 6 direct reports and will offer a hybrid working pattern of 2 days from home and 3 days from the Central London HQ.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Retail Luxury Goods and Jewelry