Customer Service Manager

Citarella, a family‑run gourmet market, has expanded from a respected NYC fish market into a full‑scale Ultimate Gourmet Market with locations across New York City, the Hamptons, and Greenwich, Connecticut. Founded and led by owner Joe Gurrera, the company emphasizes superior quality and a passion for great food. Role and Responsibilities Customer Service Operations Oversee and manage daily operations of the Customer Service department. Develop, implement, and enforce department procedures, policies, and service standards. Maintain accurate records of customer and staff issues, documenting all actions and resolutions. Ensure team members are up to date on company changes and policies, and communicate these updates clearly. Utilize customer data and performance metrics to make informed decisions around staffing, scheduling, and task assignments. Lead by example in ownership of customer complaints, ensuring timely resolution and continuous improvement of service processes. Sales & VIP Client Engagement Build and nurture relationships with VICs (Very Important Customers) through personalized service and tailored product recommendations. Actively drive sales through expert product knowledge, consultative selling, and understanding of gourmet trends. Coordinate large catering events, private orders, and corporate gifting in collaboration with internal teams. Maintain a proactive communication strategy with top‑tier clients to foster loyalty and repeat business. Achieve and exceed sales goals and KPIs through strategic client engagement and upselling. Concierge & White‑Glove Services Support the launch and ongoing execution of loyalty and VIC programs in partnership with the marketing team. Provide concierge‑level services including private shopping appointments, special product requests, and exclusive access to in‑store or off‑site events. Ensure high‑end, personalized experiences from first touch to final interaction. Handle escalated issues with discretion and care to preserve brand reputation and customer trust. Cross‑functional Collaboration & Brand Stewardship Collaborate with marketing, events, merchandising, and operations teams to ensure alignment on customer experience initiatives. Consistently challenge existing processes and propose improvements that elevate service delivery and brand consistency. Stay current on product launches, gourmet food trends, and client preferences to provide knowledgeable recommendations and support. Utilize CRM tools to track client interactions, purchase history, and preferences to personalize outreach and service. Important Disclaimer Notice: The described functions are among the essential job functions for this position but are not exhaustive of the essential functions of the job or of the tasks that an Associate may be required to perform. Associates may be assigned additional responsibilities as necessary. The employer reserves the right to revise this job description at any time and to require Associates to perform other tasks as circumstances or conditions of its business, competitive considerations, or the work environment change. Qualifications and Education Requirements Degree level 5+ years of experience in customer service; experience with concierge or high‑touch client management is a strong plus. 2+ years of proven leadership experience with the ability to manage, coach, and motivate teams. Sales‑driven mindset with experience meeting and exceeding performance targets. Proficiency in Microsoft Office – Excel, SharePoint, OneDrive Technologically savvy with experience using CRM platforms, reporting tools, and internal systems. Professional, polished, and brand‑conscious, with a passion for creating memorable customer experiences. Basic understanding of food safety practices and DOA standards Retail food customer service experience is a plus At Citarella, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. Citarella will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law. EOE/M/F/V/D #J-18808-Ljbffr