Head of Customer Service ( Luxury Lifestyle & Innovation)

Love Energy Savings; Brasil; Presencial; USD 80.000 - 120.000; Tempo integral

Resumo da oferta

A luxury lifestyle company seeks a visionary Head of Customer Service to elevate client experiences. This role emphasizes team leadership, strategic innovation, and collaboration with tech and marketing to ensure excellence for ultra-high-net-worth clients. Successful candidates will possess strong leadership skills and have significant experience in high-end service environments.

Serviços

Collaborative, innovative environment

High-impact projects

Competitive salary and benefits

Qualificações

• 10+ years of experience leading customer service in luxury sectors.
• Proven success in building high-performing teams.
• Strong experience with tech and marketing teams.

Responsabilidades

• Build and lead high-performing teams to deliver luxury service.
• Develop customer service strategies aligned with luxury standards.
• Collaborate with cross-departmental teams to enhance customer experience.

Conhecimentos

Leadership

Communication

Strategic Thinking

Agility

Formação académica

Bachelor's degree in Business, Hospitality, Technology

Advanced certifications in luxury service or innovation

Descrição da oferta de emprego

Hiring Company:

Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Head of Customer Service , who is as passionate as we are in delivering an exceptional customer service experience for our elite clientele.

Position Summary:

We are seeking a visionary and dynamic Head of Customer Service to lead the creation of an exceptional, innovative luxury lifestyle experience for our ultra-high-net-worth clients. This role goes beyond daily operations—it's about building and leading a high-performing team, developing forward-thinking strategies, and relentlessly advancing the service platform through continuous improvement and cutting-edge technology.

This is a role for a builder and strategist: a leader who can work cross-departmentally, execute a compelling vision, and cultivate a culture of agility and excellence. The ideal candidate will not be afraid to roll up their sleeves, dive into the details, and actively shape every touchpoint of the client journey—ensuring flawless, evolving experiences at every level.

Key Responsibilities:

• Build & Lead High-Performing Teams: Recruit, develop, and inspire a team of elite client service professionals capable of delivering personalized, discreet, and innovative experiences.
• Balance Running & Improving: Oversee daily operations smoothly while proactively identifying opportunities for optimization, enhancement, and innovation—embracing agility to adapt quickly and elevate service standards.
• Strategic & Creative Leadership: Develop and implement a comprehensive customer service strategy aligned with the company’s vision of excellence and technological innovation.
• Cross-Departmental Collaboration: Partner closely with marketing, product, tech, and operations teams to design, build, and deploy solutions that elevate the client experience—working collaboratively to embed service excellence throughout the organization.
• Tech-Driven Innovation: Collaborate with development teams to create new platforms, tools, and solutions—building from scratch if needed, rather than merely maintaining existing systems—using the latest technology to anticipate and surpass client expectations.
• Foster Agility & Continuous Improvement: Cultivate an environment of rapid prototyping, testing, and iteration, driving ongoing enhancements to stay ahead of industry trends and client needs.
• Client-Centric Culture: Prioritize discretion, personalization, and proactive service, transforming client feedback into actionable improvements.
• Performance Metrics & Reporting: Establish KPIs focused on client satisfaction, operational efficiency, and technological adoption, providing ongoing insights to leadership.
• Maintain Discretion & Confidentiality: Uphold the highest standards of professionalism, managing sensitive client data and interactions with integrity.

Requirements:

• Bachelor's degree in Business, Hospitality, Technology, or related fields; advanced certifications in luxury service or innovation are a plus.
• 10+ years of experience leading customer service, concierge, or high-end client management teams, preferably within luxury lifestyle or travel sectors.
• Proven success building and leading high-performing teams—capable of balancing operational excellence with continuous innovation.
• Strong experience working with cross-functional teams, especially tech, product, and marketing, to develop new solutions from the ground up.
• Deep understanding of ultra-high-net-worth client expectations, behaviors, and the importance of discretion.
• Entrepreneurial, proactive, and agile—comfortable with rapid change and iterative development.
• Excellent leadership, communication, stakeholder management, and strategic thinking skills.

Preferred Attributes:

• Passion for luxury lifestyle, innovation, and disruptive technology.
• Hands-on builder with a growth mindset—able to execute the company’s vision and drive ongoing improvement.
• Culturally aware, multilingual capabilities are a plus.
• Discretion, tact, and unwavering professionalism.

What We Offer:

• The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
• A collaborative, innovative environment with high-impact projects.
• Competitive salary and benefits package.