Customer Service Manager (Luxury Segment)

Responsibilities

• Design and implement service strategies that exceed the expectations of a discerning luxury clientele.
• Lead, mentor, and train a team of service associates to maintain impeccable grooming, etiquette, and communication standards.
• Act as the primary point of contact for VIP clients, fostering long-term loyalty and repeat business through personalized service.
• Communicate and coordinate directly with global luxury brands to ensure local operations align with international heritage and standards.
• Handle complex client inquiries or complaints with grace, discretion, and a solution-oriented mindset.
• Monitor service KPIs and sales conversion rates, ensuring the team meets the high-performance benchmarks of the luxury industry.

Requirements

• 5 – 8 years of experience in Customer Service or Sales, specifically within the Luxury Sector (e.g., High Jewelry, Timepieces, Designer Fashion, or Supercars).
• Proven ability to manage transactions and service for high-value products.
• Good command of English (both written and spoken) is mandatory. Ability to articulate brand stories with passion and sophistication.
• Experience dealing with global luxury houses and an understanding of international market trends.
• Exceptional interpersonal skills, emotional intelligence, and the ability to remain calm under pressure.