Sr. Manager, Client Care

Job Summary:

The Sr. Manager of Client Care is a strategic and hands-on leader responsible for managing a team of Client Care representatives, including Digital Stylists and Operations Specialists. This role oversees the daily operations of the Client Care department, ensuring the successful execution of company initiatives while fostering exceptional customer experiences. The ideal candidate will drive team performance, enhance customer retention, and collaborate with cross-functional teams to achieve revenue and customer satisfaction goals.

Responsibilities:

• Provide strategic oversight and manage the day-to-day operations of the Client Care team.
• Analyze performance metrics and compile data reports to share actionable insights with senior leadership.
• Recruit, onboard, train, and manage a high-performing team of Client Care representatives.
• Develop and implement strategies to meet and exceed key targets, such as net sales and customer satisfaction.
• Collaborate with the CRM team and Personal Stylists to enhance the client journey, driving increased revenue and long-term customer retention.
• Serve as a systems expert, troubleshooting and resolving issues for retail stores and corporate teams.
• Establish and maintain policies and procedures that align with the company's brand values and operational goals.
• Proactively manage staffing needs, ensuring optimal coverage that meets business demands.
• Stay ahead of industry trends by conducting market research and applying insights to improve service delivery.
• Partner with internal departments to support cross-functional initiatives and special projects.
• Continuously optimize and leverage system capabilities to enhance efficiency and service quality.
• Provide regular updates to the organization on key performance indicators (KPIs), offering insights and recommendations for improvement.

Desired Background: 

• 6+ years of proven leadership experience in customer service, client care, or related fields.
• Bachelors’ degree required

Skills:

• Strong analytical skills with the ability to translate data into actionable strategies.
• Advanced Technology Proficiency: Experience with Zendesk and Microsoft Excel is required; familiarity with BlueCherry and Outlook is preferred.
• Exceptional communication skills, both verbal and written, with a proven ability to engage and influence diverse audiences.
• Ability to develop, plan, and execute strategies that maximize opportunities and achieve business objectives.
• Expertise in CRM systems and troubleshooting technical issues.
• Demonstrated ability to align team performance with broader business objectives.
• A customer-centric mindset with a focus on creating exceptional client experiences.

Pay Range:

The base salary for this position is $85,000 - $100,000. Base pay offered may vary depending on skills, experience and location.