Customer Service Operations Manager

1 week ago

Bell, United States L'AGENCE Full time

L'AGENCE is seeking a Customer Care Manager to create a world-class organization, providing superior service. The role involves leading and motivating the team to achieve sales goals while maintaining an exceptional service experience, ultimately delivering L'AGENCE's global customers a premier shopping experience.
- Build and manage L'AGENCE's global service strategy.
- Deliver an outstanding shopping experience to every customer in all forms of communication.
- Manage the Customer Care team, developing processes to address various customer needs, from service issues to styling requirements.
- Collaborate with the Marketing CRM team to implement a unique VIP shopping experience.
- Develop target service levels and communicate the strategy for achieving them.
- Identify innovative ways to enhance service that will pleasantly surprise the audience.
- Develop resource plans, training programs, recognition initiatives, and process improvements.
- Create initiatives to increase productivity, gain efficiency, and improve customer retention.
- Collaborate with the Tech and E-commerce teams to develop and integrate new technologies. Example: Integrate language translation
- Train the customer care team on tech tools and ensure their proper usage.
- Conduct briefings to deliver customer feedback and highlight business priorities.
- Drive tangible and intangible revenue, focusing on sales, retention, and service excellence.
- Initiate ideas to incentivize and reward the team for exceptional performance.
- Establish strong personal relationships with clients to encourage customer loyalty.
- Maintain a global contact base and comprehensive knowledge of industry leaders.
- Devise and implement effective customer outreach programs to engage potential VIP customers and reconnect with lapsed customers.
- Ensure awareness of customer satisfaction through feedback, Gorgias, and other sources, and initiate ideas to address issues for an improved service experience.
- Identify and resolve account issues related to product orders, deliveries, credits, and returns, proactively sharing information with the team to enhance the process.
- Stay informed about the latest product releases and upcoming launches and engage with customers to recommend new products.
- Monitor our social media channels and support if any escalations are needed.
- Collaborate with other teams to share suggestions regarding quality assurance and customer requests.
- Research and implement extending the hours of customer service based on volume.
- Research any fulfillment and shipping concerns and liaise with distribution teams to resolve issues.
- Act as a brand ambassador and customer champion for internal and external initiatives.

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