Senior Client Experience Manager at Leatherback

ROLE SUMMARY

• Leatherback.co is seeking an experienced Senior Customer Service Manager to oversee and enhance our customer service operations.
• The ideal candidate will have a strong background in customer service management, a passion for delivering outstanding customer experiences, and the ability to lead a team to success.

ROLE RESPONSIBILITY 

• Lead, motivate, and mentor a team of customer service representatives to ensure they deliver exceptional service to our customers
• Develop and implement effective customer service strategies, policies, and procedures to enhance the overall customer experience and streamline operations.
• Handle escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction.
• Monitor key performance metrics, such as response times, customer satisfaction scores, and first-contact resolution rates, and implement initiatives to improve performance.  
• Provide ongoing training and development opportunities to the customer service team to enhance their skills and knowledge.
• Collaborate with other departments, including sales, marketing, and operations, to ensure a seamless customer experience across all touchpoints.
• Conduct regular audits of customer interactions to ensure compliance with company policies and procedures and maintain service quality standards.
• Gather and analyze customer feedback and insights to identify trends, pain points, and opportunities for improvement
• Collaborate with internal teams to ensure timely and successful delivery of products and services  
• Leverage technology solutions, such as CRM systems and customer service platforms, to optimize service delivery and enhance efficiency.

ROLE REQUIREMENTS

• Bachelor's degree in business administration, marketing, or a related field (preferred).
• 5+ years of experience in customer service management, preferably in the retail or e-commerce industry.
• Proven leadership skills with the ability to inspire and motivate a team.
• Strong communication and interpersonal skills.
• Excellent problem-solving abilities and a customer-centric mindset.
• Experience with customer service software and CRM systems.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Flexibility to adapt to a fast-paced, dynamic environment.
• Passion for delivering exceptional customer experiences.