[ref. h6652520] Customer Service Head

Reporting to: VP Business

Role Overview:

The ideal candidate will be a proactive leader who drives efficiency, enhances service standards, and ensures seamless order fulfillment while collaborating with cross-functional teams.

Key Responsibilities:

Customer Service & Key Account Management:

• Ensure top-tier customer service standards for all existing international accounts.
• Act as the primary escalation point for client concerns, proactively resolving issues to maintain strong relationships.
• Oversee the end-to-end customer journey, ensuring seamless execution of client projects and timely order fulfillment.
• Develop strategies to enhance customer retention and satisfaction.

Operations & Process Optimization:

• Implement and maintain efficient backend operations for order processing, invoicing, and account management.
• Ensure timely receipt of payments and maintain proper books of accounts.
• Forecast customer needs and align with sourcing teams for stocking plans.
• Plan and monitor PD and production timelines, implementing corrective actions when needed.
• Standardize customer service protocols and ensure compliance with company policies.

Team Leadership & Development:

• Lead, mentor, and develop the customer service and key account management teams.
• Provide training to enhance CRM capabilities and managerial skills within the team.
• Foster a culture of efficiency, accountability, and continuous improvement.

Data-Driven Decision Making:

• Analyze customer service metrics to drive efficiency and enhance service delivery.
• Leverage data insights to optimize pricing models and identify areas for improvement.
• Align customer service strategies with business goals for sustained growth.

Cross-Functional Collaboration:

• Work closely with operations, logistics, and finance teams to ensure seamless execution of processes.
• Align with product development and production teams to anticipate customer needs.
• Support e-commerce and order management operations from an international perspective.

Requirements

Strong preference for candidates with experience in International Jewellery Business, luxury, B2B, or tech-enabled businesses.

What We Look For:

• Leadership & Vision: Proven ability to lead and manage customer service teams with a strategic, problem-solving mindset.
• Customer Orientation: Strong experience in key account management with a focus on high-value international clients.
• Operational Excellence: Background in streamlining backend processes and enhancing service efficiency.
• Strong Communication & Negotiation Skills: Ability to manage high-pressure situations and engage with senior stakeholders effectively.
• Quantitative & Analytical Ability: Comfortable with data-driven decision-making and process optimization.
• Jewelry Industry Expertise: Experience in jewelry manufacturing, product development, or a related luxury B2B business is highly preferred.
• International Experience: Exposure to global markets and working with diverse clients is an added advantage.
• Education: Graduate in Business/Design/Jewelry. Postgraduate qualifications/certifications are a plus.
• Technology Proficiency (preferred): Familiarity with CRM systems, ERP tools, and digital service management platforms.

If you are a customer-focused leader with a passion for excellence and innovation, we invite you to apply for this dynamic role.