Customer Service & Operations Manager ( LUXURY )

Do you have experience in managing large Customer care teams within the WATCHES or JEWELLERY sector? If so this is an exceptional role for an ambitious person looking to manage, motivate and nurture a team of expert watchmakers and associated logistics and customer care colleagues encouraging them to deliver excellence and best-in-class service at all times .

Job Title: Customer Service & Operations Manager : LUXURY

Sector : Luxury : Fine Jewellery and Watches

Location: Southampton

Salary £85,000 + £12K bonus and other outstanding benefits

Work style: 100% office-based role

Company details

Unusual and Outstanding opportunity to join a well-known global jewellery and watch business that is growing very fast in the UK and in Europe. The business is looking for a true leader; someone who can inspire and lead a team of 140-150 people of which the majority are customer care staff as well as classic watchmakers ( there are 30) . This company repairs over 100k watches a year and will soon be moving to a very sophisticated facility nearby to accommodate for its fast growth.

This is an exceptional opportunity in an exciting business that is on a growth trajectory !

Duties

• Running the UK’s Customer Service Centre comprising watchmakers, technical staff, together with logistics, spare parts and administration teams.
• Design and create plan of action to improve customer service experience,
• create engagement and facilitate growth
• Work collaboratively on various projects with the senior leadership team of Brand Managers, Brand HQ and Country Manager.
• Provide weekly and monthly activity reports to the Country Manager
• Ensure all departments meet agreed productivity levels and SLAs.
• Manage and motivate the team to ensure a high level of customer service is delivered across all departments.
• Drive continuous improvement across the business
• Plan, schedule and review workloads and resources to ensure targets are met in
• line with the budget and service delivery targets.
• Oversee recruitment, hiring, and training of new employees on all customer support teams and nurture an environment where they can excel through
• Monitor Health & Safety

Essential Requirements

• Experience (or considerable demonstrable technical knowledge) of watches or fine jewellery
• Proven experience in managing large customer care teams