Job Description Placed by Leon has exclusively partnered with a global e-commerce retailer, supplying some of 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:
● Develop and implement comprehensive customer experience strategies aligned with business objectives
● Define the customer service delivery roadmap to ensure consistent, exceptional experiences
● Monitor customer interactions across all channels (in-store, phone, email) to identify potential issues and address them promptly.
● Design and execute an effective customer communication plan
● Establish meaningful KPIs to measure customer satisfaction both internally and externally
● Continuously improve service delivery through process standardisation and efficiency optimisation
● Lead, motivate and develop the customer service and repairs teams
● Conduct regular team meetings to communicate expectations and address concerns
● Provide training,...