Customer Care Manager

Overview

The Customer Care Manager will be responsible for overseeing the daily operations of the call center, managing staff, and ensuring customer satisfaction through efficient and effective service delivery. This role requires excellent leadership skills, a strong understanding of call center technology, and a commitment to achieving performance targets.

About Us

David Yurman is internationally recognized as America’s foremost luxury jewelry brand. Founded in 1980 by two artists, the company fuses art, fashion and jewelry, inspired by a passion for excellence in craftsmanship and innovation in the classic tradition. Headquartered in a facility in New York City’s Tribeca neighborhood, the company produces more than 250 unique new designs per year and is best known for their iconic Cable Collection introduced in 1983, Silver Ice (diamonds set in silver), South Sea Pearls, and Fine Timepieces, Men's Jewelry, Bridal, High Jewelry and Cable Kids. For over 30 years, artistic inspiration and the pursuit of excellence has established David Yurman as America’s premier jewelry and timepiece designer. The company continues in this tradition as it evolves into an international luxury brand.

Responsibilities

• Lead and develop a high-performing team of service and service-to-sales professionals, delivering best-in-class client experiences while strengthening product knowledge, skills, and capabilities.
• Manage day-to-day operations of David Yurman Customer Contact Center.
• Balance improving operational excellence, managing KPI’s and building a progressive and engaged Customer Care Team
• Ensure call queues are actively monitored to achieve SLAs.
• Participate in setting, and responsible for achieving team and department goals. Specific attention and effort to achieve new departmental targets for sales and conversion.
• Monitor Individual, team, and contact center results to identify areas of strength and areas of opportunity. Review Performance to ensure the attainment of goals & targets.
• Develop an understanding of the David Yurman customer and champion their needs, making realizable and innovative recommendations for improvement based on customer and employee feedback.
• Support Customer Care Senior Manager in analyzing call center data and generating business reports/metrics. Make data-driven and thoughtful recommendations that contribute to an enhanced Customer experience.
• Participate in strategic improvement initiatives.
• Facilitates open and creative discussions of procedures and processes fundamental to improving the department’s ability to preempt or resolve customer issues.
• Ensure customer retention & satisfaction through stellar service; maintain positive relationships with both Internal & External Customers.
• Supporting the creation of an environment of continuous improvement through Quality Assurance and ongoing coaching, formal and informal
• Successfully handle high-level escalations, providing optimal solutions.
• Works cross-functionally with other departments. Participate in meetings and projects for proposed or coming initiatives, as required.
• Responsible for driving employee engagement, development, and career growth.
• Manage & develop CCare team, instilling David Yurman Core Values and an understanding of how good service drives increased sales.
• Partner with the Training team to support team engagement through product knowledge, service standards, and business initiatives. Foster a team culture that is receptive to change and improvement.
• Responsible for hiring, development, and performance management of staff.
• Participate in the selection, interview, and onboarding process of new team members.

Qualifications

• Minimum 3 years of experience in customer service management within a call center environment.
• Excellent leadership and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Well organized and structured. Project management skills.
• Proficiency with call center technology and software.
• Experience with Salesforce Customer 360 applications, Teamwork Commerce, other POS systems or Omni Channel platforms is a plus.
• Proven experience building and developing teams; ensuring bench strength is available to support company initiatives and growth.
• Exceptional communication skills, both verbal and written.
• Ability to handle high-stress situations and make sound decisions.
• Proven experience as a call center manager or in a similar managerial role.
• Experience with luxury brands is preferred.

The expected annual salary for this role is $80,000-$95,000.

Base pay is one component of David Yurman’s total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, generous paid time off, sick time, and more.

Location

Lyndhurst, NJ