Senior Manager/Chief Manager – Customer Service – Omnichannel Furniture (10-14 yrs)

We have an urgent role with a leading omnichannel furniture and home decor company.

Our Customer Service team plays a crucial role in engaging with customers and building a seamless, strong relationship between the brand and customers. In this role, your primary responsibility would be to lead an exceptional team of highly driven and customer obsessed associates and leads, while playing a pivotal role in ideating and executing our customer service strategy

We need a dynamic and passionate leader who is an inspirational and experienced team motivator. (S)he would be heading a team of 30 to 50 associates and must consistently drive strong performance metrics and an exceptional customer experience

Role will include:

– Oversee and determine the key strategic direction and objectives for your LOB

– Manage hiring, training, retention, and performance for your LOB

– Develop standards focussed on reducing response time and providing high customer satisfaction

– Formulate and execute policies and procedures to facilitate a quality customer service experience

– Ensure continuous improvement of customer experience by ideating and implementing new strategies and approaches

– Identify new tools and technologies to improve the customer service and retention

– Drive necessary changes to improve the operational efficiency of the customer service team

Skills & Experience Required for Success in This Role

– 10+ years of in customer facing roles (sales, service) is a must

– Possess great leadership skills; should be able to mentor and develop the team

– Drive self and team to exceed expectations

– Willing to be an excellent customer advocate internally and stand up for what’s right by the customer.

Willing to work fast and be flexible with work timings/schedule and availability. Willing to work on Saturdays

– E Commerce or hospitality experience is a must

– Active on social media networking sites

– Strong problem solver and a right balance of creativity and analytics

– Flexibility and adaptability, with an ability to work well in ambiguous environment

– Strong knowledge of systems, excel


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