DTC Customer Service Supervisor, Wholesale Apparel

PREMIER BRANDS GROUP HOLDINGS

Iconic by Nature, Exceptional by Design

Premier Brands Group Holdings, A Global Leader in Apparel, Jewelry and Accessories Design

Driven by excellence and innovative talent, Premier Brands Group is a leading, global apparel group of iconic brands, offering a diverse portfolio in denim, women?s apparel, and jewelry.

Premier Brands Group is comprised of three distinct businesses that create top-tier brands for the discerning consumer. One Jeanswear Group designs and distributes a distinguished portfolio of branded and private label Jeanswear throughout North America.

An apparel industry leader for 30 years, The Kasper Group has remained committed to excellence in offering iconic brands and relevant womenswear designs.

The Jewelry Group has a 20 year legacy of developing, sourcing and selling elevated fashion jewelry pieces, with a design-centric point of view.

Our legacy is rooted in our rich portfolio of the most covetable denim, apparel, jewelry and accessories brands in the world. Each respective group is Iconic by Nature and Exceptional by Design.

DTC Customer Service Supervisor

Position Summary

Responsible for overseeing and coordinating direct-to-consumer (DTC) service operations, business planning, systems optimization, and process improvement initiatives. Partners with cross-functional teams to improve operational efficiency, enhance the customer experience, and support business objectives through reporting, technology, and strategic planning.

Key Responsibilities

• Oversee and coordinate day-to-day DTC service operations and support initiatives to improve customer experience and operational performance.
• Develop and implement processes, workflows, and service strategies to improve efficiency and consistency.
• Partner with Customer Service, E-commerce, IT, Operations, and business leadership to align priorities and support execution.
• Analyze service performance, operational reporting, and business trends to identify opportunities for improvement.
• Monitor and report on key performance indicators related to service quality, productivity, and customer satisfaction.
• Support enterprise planning initiatives, project coordination, and cross-functional business programs.
• Identify opportunities to streamline processes through system enhancements, automation, and technology solutions.
• Collaborate with IT and business partners on system implementations, upgrades, testing, and troubleshooting.
• Support CRM and customer service platforms, including Salesforce and related technologies.
• Utilize reporting tools and business analytics to evaluate performance and recommend operational improvements.
• Coordinate project timelines, deliverables, and communication across departments.
• Support AI-enabled tools and automation initiatives designed to improve service operations and workflow efficiency.
• Develop documentation, procedures, and training resources to guide consistent operational practices.
• Prepare business updates, performance reports, and project presentations for leadership.
• Drive continuous improvement initiatives to enhance service delivery, system functionality, and overall business execution.