Client Servicing Manager - E-commerce

Job Summary:

We are seeking an experienced and strategic Senior Manager, Customer Service to lead and enhance our customer service operations. The ideal candidate will be responsible for managing a high-performing team, improving service processes, and driving a customer-first culture. This role is crucial in delivering exceptional customer experiences that align with the companys brand and growth objectives.

• Key Responsibilities:
• Lead, mentor, and develop a team of customer service managers, supervisors, and frontline staff.
• Design and implement strategies to improve customer satisfaction, retention, and loyalty.
• Monitor and analyze key performance metrics (KPIs), including CSAT, NPS, FCR, AHT, etc.
• Establish, document, and improve service workflows and escalation procedures.
• Manage customer service technology tools (CRM, ticketing systems, IVR, chatbots, etc.).
• Handle high-level escalations and work cross-functionally to resolve customer issues.
• Collaborate with product, sales, and operations teams to represent the voice of the customer.
• Forecast staffing needs, manage scheduling, and optimize workforce planning.
• Ensure compliance with company policies, industry regulations, and quality standards.
• Drive process improvements using data, feedback, and industry best practices.
• Develop and manage the customer service budget and report on performance to leadership.
• Qualifications:
• Bachelors degree in Business, Communications, or a related field (Masters preferred).
• 7+ years of experience in customer service, with at least 3 years in a leadership role.
• Proven experience managing large teams in a contact center or multi-channel environment.
• Strong understanding of customer service metrics, tools, and technologies.
• Excellent communication, leadership, and problem-solving skills.
• Ability to handle high-pressure situations and make data-driven decisions.
• Experience with CRM and support platforms (e.g., Salesforce, Zendesk, Freshdesk, etc.).
• Interested candidates can share their CVs on [HIDDEN TEXT]