Senior Director of Omnichannel Luxury Customer Care
brobstongroup.com - Jobboard
Summary The Senior Director, Customer Care will lead and scale a multi-channel customer service organization, overseeing contact center operations, after-sales repairs, and performance management. Reporting to the VP of OMNI Operations, this role drives a metrics-based approach to improve service quality, customer retention and revenue while partnering with cross-functional teams and technology partners such as Salesforce Service Cloud. The leader will manage Customer Care managers and frontline teams and own departmental budgeting and vendor relationships. Responsibilities Lead daily operations across all contact channels including phone, email, chat, outbound outreach and planned SMS. Oversee teams including Core Customer Service, Sales and Clienteling, Care and Service (Repairs), Training and Quality, and Operations. Establish and manage KPIs (SLA, AHT, FCR, conversion) with performance management routines and quality assurance programs. Identify and implement process improvements to reduce friction, increase efficiency, and ensure consistent luxury service standards. Partner with Digital/IT to optimize systems (Salesforce Service Cloud, Order Management, Marketing Cloud, Experience Cloud) and drive tool adoption. Oversee customer-facing repair/service processes and collaborate with Operations/Supply Chain to improve turnaround and transparency. Manage departmental budget, staffing, and vendor relationships while monitoring productivity and cost-to-serve. Requirements 8–12+ years of customer care/contact center leadership experience with mid- to high-volume operations. Proven, metrics-driven experience with contact center KPIs, workforce management and quality programs. Hands‑on experience with Salesforce Service Cloud and familiarity with order management or similar platforms and ACD systems. Experience managing omnichannel support across voice, chat, email and outbound channels. Strong people leadership skills with experience developing managers and frontline teams and partnering with HR on hiring and retention. Experience in luxury, retail, or high‑touch service environments preferred and ability to translate data into operational improvements. #J-18808-Ljbffr brobstongroup.com - Jobboard
$170 - $190 per hour
...be the preeminent American luxury jewelry brand. We are... ...importance.Job DescriptionSenior Director, Customer CareOverview David Yurman is seeking a Senior Director of Customer Care to lead and scale a high-... ...managing omnichannel support (voice, chat, email...LuxurySeniorSummer workWorldwide- David Yurman in Lyndhurst, NJ seeks a Senior Director of Customer Care to lead a high-performing service organization across multiple channels. This... ...customer experience, and achieving KPIs while ensuring luxury brand standards. The ideal candidate will have 8-12+ years...LuxurySenior
- ...Senior Designer/AD A small exquisitely quality-driven studio is looking for a Senior Designer/AD who crafts packaging work. The right... ...and loves fine typography. The work is primarily spirits and luxury goods. Designers work rather independently in this studio, so the...LuxurySeniorFreelance
Engaging Talent LLC
New York, NY6 days ago $80k - $90k
Position Job Title: Omnichannel Analyst, Project & Operations Reports to: Director of Omnichannel Job Purpose The Omnichannel... ...from pilot to rollout and hyper care. Assist with User Acceptance Testing... .... Previous experience in luxury retail, e-commerce, or omnichannel...LuxuryTemporary workWork at officeFlexible hours$80k - $90k
Position Job Title: Associate Manager, Omnichannel Reports to: Director of Omnichannel Job Purpose The... ...projects, from pilot to rollout and hyper care. Assist with User Acceptance Testing... ...analysis. Previous experience in luxury retail, e-commerce, or omnichannel projects...LuxuryTemporary workWork at officeFlexible hours- Attersee LLC is seeking a Director of E-Commerce in New York to lead our direct-to-consumer... ...extensive experience in e-commerce and luxury fashion. You will oversee site... ...creative and brand teams to elevate the customer experience. #J-18808-Ljbffr Attersee LLCLuxurySenior
- A luxury retail brand in New York is seeking an experienced Senior HR Generalist. The role requires a strong balance between strategic HR leadership and hands-on operational execution. Responsibilities include collaborating with leadership on workforce planning, managing...LuxurySenior
$190k - $230k
...Senior Director, Public Relations Overview OUR STORY: Equinox Group is a high growth collective of the world's most influential... ...PR strategy that reinforces Equinox as the leading voice in luxury lifestyle, culture, and wellness. Develop compelling...LuxurySeniorEquinox
New York, NY3 days ago$155k - $170k
.... Job Description Location: New York, NY The Senior Commerce Director, AD is a key leadership role in the Revenue organization, reporting... ...~ Will work closely with the SVP Commerce and VP Luxury Commerce, AD Editorial leadership, Partnerships & Sales, and...LuxurySeniorImmediate startCondé Nast
New York, NY14 hours ago$161.19k - $230.27k
...understand that connectivity isn't just a luxury anymore - it's a necessity that... ...Optimum! Job Summary The Sr. Director, Chief of Staff is a senior leadership role embedded within the... ...among our dedicated team and loyal customers. Creating Community is more than a goal...LuxurySeniorTemporary workWork at officeLocal areaAltice USA
Long Island City, NY14 hours ago$179k - $190k
...Ventures (RSV), a FOX company, is seeking a Sr. Director, Partnership Events to build and lead RSV... ..., talent agencies, media companies, or luxury hospitality ~ A proven track record... ...C-suite executives, major creators, and senior advertising buyers as a peer, not just an...LuxurySeniorLocal areaAfternoon shiftFox Service Company
New York, NY4 days ago$300k
The Senior Director, Partnerships will lead the development and execution... ...Strategy: Architect customized, multi-product partnership packages... ...Professional Services, Lifestyle (Luxury Travel, Apparel, Spirits,... ...parental leave. Dependent care, commuter, and cell phone...LuxurySenior$111.2k - $126.9k
...core, sparking and enabling us to do good for our associates, customers and communities. Guided by our shared values, we thrive in an environment... ...track record in B2B sales and business development within the luxury travel or hospitality industry ~ Strong communication and...LuxurySeniorFull timePart timeLocal areaCapital One
New York, NY8 days ago$175k - $210k
...to retail client goals (e.g., ROAS, new customer acquisition) through the full account management... ..., and performance. Act as the senior point of contact for key accounts, providing... ...media, ideally across retail, fashion, luxury, or adjacent consumer categories, with...LuxurySeniorDigital Matter
New York, NY3 days ago$175k - $250k
...and take ownership—without the weight of bureaucracy. We also care deeply about individual sustainable growth—balancing ambition with... ...where you will shape the product roadmap, work directly with customers, and collaborate closely with engineering to deliver exceptional...SeniorLoop AI
New York, NY1 day ago$140k - $170k
...member of the North American team, the Customer Service Vendor Senior Manager will be the main point of... ...automations for prompt treatment and omnichannel harmonization to elevate customer... ...by a BPO, ideally within beauty or luxury industry. A master’s degree would be...LuxurySeniorRemote work- ...Retail For The People is looking for a Senior Client Advisor / Jewelry Stylist for their NYC flagship store. This full-time role involves... .... The ideal candidate will have a minimum of two years in luxury retail, strong communication skills, and the ability to cultivate...LuxurySeniorFull time
Retail For The People
New York, NY22 hours ago - ...A rapidly expanding ecommerce brand in the luxury home improvement space is actively seeking a Customer Success Manager. This senior-level, full-time remote position involves leading the entire customer journey and driving operational improvements. Applicants should have...LuxurySeniorFull timeRemote work
WOW Remote Teams
New York, NY2 days ago $161.19k - $230.27k
...understand that connectivity isn't just a luxury anymore - it's a necessity that... ...search function supporting roles at the Senior Director-level and above. This key recruitment function... ...among our dedicated team and loyal customers. Creating Community is more than a goal...LuxurySeniorLocal areaAltice USA
Long Island City, NY6 days ago$161.19k - $230.27k
...innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means... ...priorities. The primary HR partner to senior business leaders within respective client... ...empowered to do the right thing for our customers and co-workers and to recognize and reward...LuxurySeniorLocal areaAltice USA
Long Island City, NY2 days ago$90k - $125k
Tory Burch is seeking a Wholesale & Licensing Manager to manage relationships with wholesale and licensing partners. The role demands a strong analytical mindset, attention to detail, and experience in managing account performance, particularly with Bloomingdale's. Ideal...LuxurySeniorTory Burch
New York, NY3 days ago$180k - $200k
...Job Description Job Summary: The Sr. Director, Men’s Wholesale will lead the domestic... ...market trends, competitor activity, and customer insights to inform strategy Ensure consistent... ...leadership within contemporary or luxury fashion ~ Proven track record of...LuxurySeniorSeasonal workWork at officeLocal areaRemote work$65k - $75k
Nike Communications, Inc. is seeking a Senior Account Executive in New York. This role entails crafting impactful media relations strategies... ...a minimum of 2.5 years in public relations, a passion for the luxury and entertainment sectors, and adaptability within a dynamic...LuxurySenior$90k
...guest journey, overseeing Guest Experience Agents, and ensuring the highest hospitality standards. The ideal candidate has 3+ years in luxury hotel leadership and a passion for luxury service. Responsibilities include team leadership, problem resolution, and collaboration...LuxurySeniorFull timeFlexible hours- Vesta Home in New York is looking for a motivated sales professional to support growth by managing client accounts and generating new business. This role requires driving revenue through consultative sales and maintaining strong client relationships. The ideal candidate...LuxurySenior
$75k - $85k
Four Hundred LLC is seeking a Senior Travel Consultant with over five years of experience in the travel industry. This role involves providing... ...demonstrate strong consulting skills, a deep understanding of luxury travel, and the ability to manage various travel-related tasks....LuxurySenior$87.31k - $105k
A luxury consignment company is seeking a Senior Watch Technical Expert to lead authentication standards and methodologies within the Watch department. The role involves training teams, spot counterfeit developments, and ensuring compliance with quality controls. Candidates...LuxurySenior- A leading financial services firm in New York seeks a Luxury Leisure Travel Advisor III to design bespoke global itineraries and deliver exceptional customer service. You'll need over 5 years of travel industry experience and expertise using Sabre and ClientBase. Responsibilities...LuxurySenior
$65k - $75k
Together Group is seeking a Senior Account Executive in New York to manage high-profile fashion clients. This role involves building client relationships, executing communication strategies, and supporting PR campaigns. Candidates should have 3-4 years of relevant experience...LuxurySeniorFull time- brobstongroup.com - Jobboard is seeking a Senior Commercial Leader based in New York, responsible for managing strategic retail partnerships... ...ideal candidate will have 7-10 years of experience in beauty or luxury retail and a proven track record in managing major retail...LuxurySenior
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