Customer Service Manager

The Customer Service Manager will ensure the clients global customer base receive an industry leading support experience either directly, through a third-party managed contact centre or through the retail network. Responsible for the control and effective resolution of customer issues brought to the attention of the client in a manner which actively upholds brand integrity and values.
Responsibilities include (but are not limited to):
Manage the Customer Services function ensuring that the customer owner and prospect enquiries are dealt with in a manner befitting of the brand and in line with key performance targets
Manage, motivate and develop the Customer Services team ensuring high levels of engagement and performance
Lead the Contact Centre strategy from development to implementation to day-to-day operations including the development and management of a balanced scorecard of metrics, including First Call Resolution Rates (FCR), Customer Effort Score among others
Recommend and actively look for continuous enhancement of Customer Service strategies across the company and as a result contribute to advocacy, customer retention and loyalty
Represent the voice of the customer across the business, working cross-functionally to ensure best practice and customer experience is at the forefront
Essential requirements
Proven track record in managing a Customer Service Team in an automotive OEM, retail, luxury good, travel services
Strong strategic ability with experience working within a customer-focused, high-growth, digital-first, tech platform
Experience within a regulated environment across multiple geographies
Has used Salesforce Service Cloud and SAP C4C in a complex omni-channel business
Agency / supplier management experience
A customer first mentality and the willingness to go above and beyond for them
Experience of managing and motivating a high performing team
Adaptable, quick thinking, decisive, showing strong initiative and self-determination