Senior Manager, Client Concierge
About The Position
The Senior Manager, Client Concierge leads the strategic planning and daily operations of the contact center to ensure an exceptional, luxury client experience. This role oversees the Concierge team and Supervisors, driving service excellence, customer retention, and operational performance. The Senior Manager optimizes contact center tools and technologies, using data and insights to enhance efficiency and elevate the client journey. Through strong leadership and team development, they foster a culture of accountability, continuous improvement, and best-in-class service across all channels. Responsibilities include:
Requirements
- 4-6 years as a call center manager or similar position (6+ years preferred)
- 10+ years in customer service and/or account management
- 1+ years of basic financial analysis; budgeting, scheduling, and report creation (2+ years preferred)
- 2+ years in an e-commerce environment
- 2+ years managing complex systems including system optimization preferred
- Excellent interpersonal, problem-solving, verbal and written communication, and conflict resolution skills
- Strong coaching and leadership skills, ability to motivate employees
- Passionate about customer service with the ability to stay calm in stressful situations and lead through change
- Knowledge of performance evaluation and customer service metrics including reporting and budgeting procedures
Nice To Haves
- Experience with workforce management tools and processes, including forecasting, scheduling, and capacity planning for contact centers a plus
- Experience implementing IVR menu updates, AI automation, and self-service strategies
Responsibilities
- Strategic planning, execution, and day-to-day management of all contact center operations, ensuring they meet both customer and organizational needs
- Lead, coach, and inspire the Client Concierge Supervisors and Concierge team members to deliver best-in-class luxury service
- Manage and optimize Concierge technology platforms (i.e. Powerfront, Salesforce, Loris, RingCentral)
- Manage customer experience initiatives designed to advocate for a customer-centric approach
- Monitor and report on key performance metrics and develop data-driven insights to identify trends, opportunities, and risks, and take proactive action
Benefits
- Medical, Dental and Vision Coverage
- FSA options for Medical, Dependent Care & Commuter Benefits
- Paid Time off, Paid Sick Time, and Paid Holidays
- 401(k) with generous match program
- Free Life Insurance and AD&D
- Long Term Disability Insurance
- Employee Discount
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers
Education Level
No Education Listed
Number of Employees
251-500 employees
