Customer Service Manager

6 days ago

Dublin, Dublin City, Ireland Bvlgari Full time

Join to apply for the Customer Service Manager - Perfumes role at Bvlgari.

Location: Dublin, Ireland

Overview

Bulgari is one of the most prestigious brands 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.

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

Responsibilities
  • Manage daily workflow within the customer service department (10+ direct reports)
  • Enhance the customer experience, engage customers, and support organic growth
  • Develop and drive ongoing improvements to customer service procedures, guidelines and policies
  • Maintain a clear workflow in line with priorities
  • Foster team cohesion, communicate direction and goals, and manage market coverage
  • Recruit, train, and mentor the customer service team; foster a culture of empowerment and success
  • Handle complex complaints and enquiries
  • Analyse data and produce reliable reports
  • Establish and monitor service KPIs: revenue, service levels, customer satisfaction
  • Coordinate activities with 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
Qualifications
  • 3+ years of experience as a Customer Service Manager, Retail Manager, Assistant Manager, or Procurement Manager
  • 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 and 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 attention to detail
  • Able to work independently and proactively in a changing environment
  • Fluent in English; Italian is a plus
Additional information
  • Our motto is "People Make the Difference"; we support you in 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 strive to deliver the best experience in everything we do
  • Cultivate an entrepreneurial spirit: we offer a supportive environment to set you up for success
  • We embrace diversity and inclusion, and we commit to treating all people with respect, dignity and understanding
  • We ensure security, health, safety and environmental procedures are followed with our ISO 45001 certification
  • Our culture focuses on transparency, empowerment, continuous learning and growth
  • 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.

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