Customer Service Manager

Bulgari is one of the most prestigious brands and global players on the luxury market. We design, produce, distribute and sell high-end jewels, watches, perfumes and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10,000 exclusive perfumeries. Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group), global leader in the luxury sector. More information on Présentation PowerPoint (lvmh-static.com)

Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organisation aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.

We employ over 170 people in Dublin within our Worldwide Logistic and Supply Chain Centre, we are looking for a Customer Service Manager for our Perfumes division.

What can you expect from your role?

• Manage daily workflow within the customer service department ( 10+ pax of direct management)
• Enhance the customer experience, engage customers, and support organic growth.
• Develop and drive ongoing improvements to customer service procedures, guidelines and policies.
• Keep a clean workflow in accordance with priorities.
• Create team connection, communicate direction and goals ; Manage market coverage
• Recruit, train, and mentor customer service team and foster a culture that will enable them to succeed through encouragement and empowerment.
• Handling complex complaints and enquiries.
• Analyse data and create reliable reports
• Establish and monitor service KPI s : Revenue, Service Levels, Customer Satisfaction…
• Coordinate activities with all other departments: planning, sales, marketing, regulatory affairs, finance…
• Build and maintain strong relationships with key contacts: customers, sales teams, finance teams, freight forwarders, and other subcontractors

Profile

• 3+ years previous working experience as a Customer Service Manager, Retail Manager, or Assistant Manager or Procurement Manager is required for this position
• Strong leadership skills with experience managing a team
• Advanced troubleshooting and multi-tasking abilities Strong client-facing and communication skills
• Bachelor's degree in Business Administration or a related field
• Customer-centric mindset
• Knowledge of logistic flows, international trade especially export
• Strong team player with the ability to work with diverse groups of people.
• Excellent communication skills and creative problem-solving abilities.
• Rigorous approach and attention to details.
• Able to work independently and proactively in a changing environment.
• Fluent in English, Italian will be a plus

What about us?

• Our moto is "People Make the Difference", we support you with reaching your potential.
• Be Creative and Innovative: your ideas are welcome, and we encourage you to share them.
• Deliver Excellence: as a luxury brand, we thrive to deliver the best experience in everything we do.
• Cultivate an Entrepreneurial Spirit: we offer a supportive environment to set-up you for success.
• We embrace Diversity & Inclusion, and we commit to treating all people with utmost respect, dignity and understanding
• We ensure Security, Health, Safety and Environmental procedures are always followed at all times with our certification ISO 45001.
• Our culture is focused on transparency, empowerment, continuous learning, and growth where our employees can demonstrate expertise and own projects.
• In Bulgari, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

We are proud to be an equal opportunity workplace dedicated to promoting diversity.