Placed by Leon has exclusively partnered with a global e-commerce retailer, supplying some of most beautiful diamond jewellery in the world.
My client is looking for a Customer Service Manager to oversee the entire customer journey, from initial contact through to purchase, delivery, after-sales support, and repeat business.
The ideal candidate has a jewellery background and will be able to create and maintain exceptional customer experiences that align with our clients' brand values and drive customer loyalty.
Key Responsibilities:
● Develop and implement comprehensive customer experience strategies aligned with business objectives
● Define the customer service delivery roadmap to ensure consistent, exceptional experiences
● Monitor customer interactions across all channels (in-store, phone, email) to identify potential issues and address them promptly.
● Design and execute an effective customer communication plan
● Establish meaningful KPIs to measure customer satisfaction both internally and externally
● Continuously improve service delivery through process standardisation and efficiency optimisation
● Lead, motivate and develop the customer service and repairs teams
● Conduct regular team meetings to communicate expectations and address concerns
● Provide training, mentoring and development opportunities for staff
● Create comprehensive training materials and procedural templates
● Ensure all departmental KPIs are consistently met or exceeded
● Manage daily customer service operations and monitor team performance
● Identify and eliminate root causes of customer service issues across the journey
● Handle escalated customer complaints with professionalism and efficiency
● Provide backup support for customer inquiries and repairs when necessary
● Prepare detailed monthly management reports
● Work seamlessly with sales, digital, and other departments to ensure consistent customer experiences across all touchpoints
● Support all departments with customer service-related challenges
● Coordinate with the sales team to implement initiatives that enhance customer satisfaction
● Stay current with industry developments and implement best practices
About you:
● The ideal candidate will demonstrate a passion for exceptional customer service and continuous improvement
● Proven experience in luxury retail – jewellery experience a plus
● Strong customer service skills
● Excellent communication and interpersonal skills
● Proven ability to lead and motivate a team
● Detail-oriented with a high level of professionalism
● Proficiency with CRM systems
● German language a bonus
This role will have 6 direct reports and will offer a hybrid working pattern of 2 days from home and 3 days from the Central London HQ.
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