Head of Customer Service

Job title : Head of Customer Service

Role Overview

• We are seeking a dynamic and visionary Head of Customer Service to lead our customer engagement strategies, ensuring an exceptional experience that aligns with our brand's commitment to excellence. This role requires a blend of design sensibility, project management acumen, and a passion for delivering unparalleled customer service.

Key Responsibilities

• Customer Experience Leadership: Develop and implement customer service strategies that enhance client satisfaction and loyalty.
• Design Collaboration: Work closely with design and production teams to ensure customer feedback informs product development and service delivery.
• Project Management: Oversee client projects from inception to completion, ensuring timelines, budgets, and quality standards are met.
• Team Development: Lead, mentor, and develop the customer service team, fostering a culture of excellence and continuous improvement.
• Process Optimization: Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Stakeholder Engagement: Serve as the primary point of contact for key clients, building and maintaining strong relationships.
• Performance Metrics: Monitor and report on customer service metrics, using data to drive decision-making and improvements.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Architecture, Interior Design, or a related field. An MBA or relevant postgraduate qualification is an advantage.
• Minimum of 5 years in a customer service leadership role, preferably within the interior design, architecture, or furniture manufacturing industry.
• Strong understanding of design principles and the ability to interpret and communicate design concepts effectively.
• Proven experience managing complex projects with multiple stakeholders.
• Excellent verbal and written communication skills, with the ability to engage effectively with clients and internal teams.
• Proficient in Microsoft Office Suite and customer relationship management (CRM) software. Familiarity with design software is a plus.
• Demonstrated ability to lead and inspire teams, with a focus on achieving results and fostering a positive work environment.

Key Competencies

• Customer-Centric Mindset: A deep commitment to understanding and meeting cus
• Strategic Thinking: Ability to develop and implement strategies that drive customer satisfaction and business growth.
• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
• Adaptability: Comfortable working in a fast-paced, evolving environment.
• Collaboration: Excellent interpersonal skills to work effectively across departments and with clients.