Client Relations & Sales Manager

Bvlgari; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Bulgari is seeking a Client Relations & Sales Manager to lead a high-performing team focused on exceptional service and sales growth in our EU operations. You will oversee daily operations, quality standards, and strategic initiatives to drive customer satisfaction and targets.

The role directly manages 5 reports and leads a broader team of 14 within the EU Customer Service and E-commerce group, partnering with CRM and marketing to optimize engagement, retention, and revenue.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 10+ years in customer service and sales management.
• Proven data analysis, KPI management, and operational optimization.

Responsibilities

• Lead and develop a high-performing team in customer service and sales.
• Oversee daily operations, quality standards, and KPI tracking.
• Design and implement sales strategies to drive growth and targets.
• Collaborate with CRM and E-commerce teams to enhance engagement.
• Manage stakeholder relationships across markets and central teams.

Skills

Data analysis

KPI management

Sales leadership

CRM systems

Communication

Education

Bachelor's degree

Tools

CRM software

Job description

Job Summary:

The Client Relations & Sales Manager will lead and develop a high-performing team focused on exceptional customer service and sales growth. This role involves overseeing daily operations, ensuring quality standards, implementing effective sales strategies, optimizing customer satisfaction, and achieving sales targets. The manager will foster a positive and productive work environment.

This position directly manages 5 reports and leads a combined Customer Service and Sales team of 14 individuals within the wider EU Customer Service and E-commerce Team. The team includes an Associate Manager, a Quality Analyst, a Trainer, and 2 Digital Client Advisors.

Primary Focus & Success Priorities:

• Customer Service Excellence: Ensure exceptional service delivery through efficient operations, quality monitoring, and adherence to standards
• Sales Growth and Target Achievement: Drive sales performance, achieve and exceed targets, and implement effective sales strategies
• Team Leadership and Development: Lead, motivate, train, and develop a high-performing team in both customer service and sales
• Operational Optimization: Manage daily operations, implement KPIs, and conduct data analysis to improve efficiency and service delivery
• Stakeholder Relationship Management: Build and maintain strong, collaborative relationships with the central team, all key stakeholders, and relevant markets to ensure alignment, foster communication, and drive synergistic efforts

Operations & Performance Management:

• Set direction for customer service and sales operations, ensuring efficiency and high-quality service delivery.
• Design, implement, and continuously refine Key Performance Indicators (KPIs) such as SLAs, Repeat Rate, and Conversion Rate.
• Utilize advanced data analytics to uncover market trends, identify opportunities, and inform decision-making.
• Establish and evolve operational guidelines and procedures to optimize workflow and service standards.
• Cultivate strong market relationships to strategically adapt and align operational approaches.

Strategic CRM & Customer Engagement:

• Partner with the central CRM team and CRM specialists to plan and execute impactful sales and customer engagement campaigns.
• Drive initiatives for new client acquisition and long-term customer retention.
• Align CRM strategies and activities with broader E-commerce objectives to maximize business impact.

Talent Development & Capability Building:

• Proactively assess and address training needs, ensuring curriculum relevance and effectiveness.
• Collaborate with training and quality assurance leadership to foster a culture of continuous learning, enhance team capabilities in sales acumen, communication, and problem-solving.

Quality & Compliance:

• Oversee performance audits and direct observation to ensure adherence to service excellence and policy standards.
• Develop, implement, and enforce customer service and sales policies.
• Handle escalated customer inquiries and complaints.

Sales Strategy & Growth Leadership:

• Formulate, implement, and refine sales strategies designed to consistently exceed targets.
• Inspire and empower the sales team to achieve peak performance and realize their full potential.
• Analyze sales data to identify and capitalize on opportunities for upselling, cross-selling, and new business development.
• Collaborate with the E-commerce team to ensure a unified and effective sales approach.
• Design and implement incentive programs and recognition initiatives to drive sustained sales performance.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent practical experience).
• 10+ years of experience in customer service and sales management with a proven track record.
• Demonstrated experience in data analysis, KPI management, and operational optimization.
• Strong understanding of sales principles, CRM systems, and sales methodologies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to lead, motivate, and develop a team, including managing other team leads or specialists.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, target-driven environment.