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$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
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...leaders to enhance the candidate experience. The ideal candidate has 6+ years in Talent Acquisition, a proactive mindset, and a passion for luxury retail. The hiring range is $95,000 - $110,000, depending on relevant skills and experience. #J-18808-Ljbffr Tiffany & CoLuxurySenior- 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
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...Sales drive deals, manage key customer relationships and help close... ...key stakeholders (IT/InfoSec Directors, CEOs, C-levels, Board of Directors... ..., marketing, and customer care. You build trusted... ...team player. Experience in the luxury or premium service industry is...LuxurySeniorYER
New York, NY4 days ago$75k - $85k
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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- Socotra, Inc. in New York City is seeking a Senior Client Advisor for its flagship store. This role offers a unique opportunity to deliver exceptional client experiences at a luxury fashion house. Candidates should have 1-2 years of premium retail experience and a client...LuxurySeniorHourly payImmediate start
- Retail For The People is seeking polished Senior Client Advisors to join the opening team of our NYC flagship jewelry store. You'll be... ...relationships. The ideal candidate has at least 2 years of experience in luxury retail sales, excellent communication skills, and a proven...LuxurySenior
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...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- ...Senior Luxury Travel Advisor Marchay is an exclusive membership-based luxury travel service that caters to some of the world's most... ...Oversee and contribute to the development of highly detailed, customized travel itineraries involving luxury accommodations, private villas...LuxurySeniorLocal areaWorldwide
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$20 per hour
...retail brand in New York City is seeking a Senior Client Advisor for its Bleecker location.... ...and sales, while maintaining exemplary customer service and store standards. Candidates should... ...have retail experience, preferably with luxury goods, and must be skilled in building...LuxurySeniorFull time
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