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