Customer Services Experience Manager
£40,000 + Benefits
My client is a high end luxury travel company specialising in a unique niche product.
They are now seeking a Customer Service Experience Manager to manage their after sales team who provide clients with assistance regarding any pre and post departure requests.
The Customer Services Experience Manager must be a fluent/native Italian speaker with experience in managing teams within luxury department preferably within travel or service based industries dealing with high end clients and products.
Reporting to the Head of Operations, your mission will be to organise, plan, and manage the team of Customer Services Experience Specialists and ensure best possible service to clients.
Customer Services Experience Manager Duties and Responsibilities:
Oversee the hiring, induction, and training of the Customer services Experience Team.
Define and implement standards/procedures for ensuring our customer service is optimised and efficient.
Assure the quality and the speed of responses to clients, considering that we work with an international clientele.
Supervise the activities of the team to ensure that their interaction with customers meets the high expectations and reflects positively on the company.
Achieve sales and profitability targets.
Understand and support budgetary requirements to increase performance
Organise training programs for the team in order to update their product knowledge and enhance their skills.
Experience of managing teams within a luxury environment and or/ an environment that supports the demands of high end international clients.
Excellent customer and people service skills, with the ability to motivate, develop and lead.
Excellent negotiation skills
Proactive, positive and with a “can do” attitude
Understanding of how to deliver performance against KPIs
Excellent communication and written skills in English and Italian
To apply for the Customer Services Experience Manager role, please or contact Tony onfor additional information on the company and role.