B2C Customer Service Associate ManagerPositionBulgari is one of the most prestigious brands and global players on the luxury market.
We design, produce, distribute and sell high-end jewels, watches, perfumes and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10,000 exclusive perfumeries.
Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organisation aimed at the full satisfaction of the customer.
Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.
Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group).
Within our e-commerce European Team based in Dublin, Ireland, we are looking for a:
Customer Service Associate Manager
Job ResponsibilitiesResponsibilities Manage and coach the Customer Service team to provide outstanding customer support.Manage and coach the team to acquire or upgrade their selling skills.Follow the market trends and the sales level of the team to proactively develop and support the business.Create team spirit, give clear direction and goals, provide regular performance feedback and develop members of the team to ensure professional growth.Review and manage KPIs (Revenue Growth, Service Levels, and Customer Satisfaction) in a fast-paced and complex environment across multiple channels and time zones.Understand the top client's issues and make recommendations to improve service level; support team in being the voice of the customer to the rest of the company.Drive ongoing service improvements and projects involving quantitative and qualitative analysis.Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows, train and coach the team to ensure they are followed.Take care of any urgencies/escalations that may be received from customers to ensure customer satisfaction.Responsible for managing market coverage when a member of the team is out.Monitor and audit communications from team members to customers ensuring productivity, process, and quality assurance; provide direction, correction, and guidance to team members as appropriate.Generate and share comprehensive and detailed weekly and monthly reports about team performance, mission-related objectives, and deadlines.Ad-hoc duties and projects to support the business.ProfileRequired Qualifications and Experience 5+ years in Sales Team Management.Experience in customer service, operations, and sales with a focus on process and system improvement.Fluent in English; Fluent Italian is an advantage.At ease with systems and Microsoft Suite.Able to lead, coach, and mentor a team.Flexible, adaptable, and used to working in a fast-paced, constantly evolving team environment.Able to build relationships and communicate cross-functionally with all levels of management within Bulgari.A strategic thinker with strong analytical and creative problem-solving skills.Self-starting, intellectually curious.Open, collaborative, and proven team player.Autonomous.Proactive.
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