Cassina Customer Service Manager

Poltrona Frau Spa; Monza; In loco; EUR 40.000 - 80.000; Tempo pieno

Descrizione del lavoro

Un'azienda innovativa nel settore del lusso cerca un Customer Service Manager appassionato e orientato al cliente. In questa posizione strategica, sarai responsabile della gestione di un team dedicato e della supervisione del servizio clienti a livello internazionale. Il tuo focus sulla gestione dei processi e sull'analisi dei dati ti permetterà di migliorare l'esperienza del cliente e di ottimizzare i flussi di lavoro. Se hai una mentalità proattiva e desideri contribuire a un ambiente di lavoro stimolante, questa opportunità è perfetta per te.

Competenze

• 5-10 anni come Customer Service Manager nel settore del lusso.
• Esperienza in mercati internazionali e gestione di team.

Mansioni

• Gestire un team di 17 persone e supervisionare il servizio clienti negli USA.
• Garantire il miglior servizio agli operatori e gestire i reclami.

Conoscenze

Customer-centric mindset

Leadership skills

Data analysis

Proficiency in CRM systems

Excel proficiency

Reporting tools development

Fluency in English

Additional languages

Formazione

Education in Management

Management Engineering

Strumenti

CRM systems

Excel

Descrizione del lavoro

Responsibilities

The Customer Service Manager will be part of Cassina Commercial Department and will be responsible for leading the Customer Service Team, directly reporting to the Cassina Commercial Director.

The ideal candidate will have a strong focus on process management, data analysis, and KPI-driven performance improvement. This role requires a strategic mindset to enhance customer experience, streamline service workflows, and leverage data insights to drive efficiency and excellence.

Activities

1. Manage a team of 17 people in Italy and supervise the Customer Service department in the US.
2. Guarantee the best service to dealers and DOS in terms of order management and after sales, promoting a proactive approach.
3. Guarantee the monthly revenue target in close coordination with Sales, Manufacturing, Logistics, and Administration Teams.
4. Provide reporting and KPI on orders completion, shipments, and delays.
5. Guarantee the best service in terms of claims management in close coordination with the Quality Team.
6. Organize yearly customer surveys.
7. Organize sales support activities at Salone del Mobile and during the year (support to area managers, company visits, quick ship program, etc.).

Skills And Knowledge

1. Customer-centric mindset with a passion for delivering high-end service experiences.
2. Strong leadership skills, excellent data analysis abilities, proficiency in CRM systems and Excel, and the ability to develop reporting tools.
3. Fluency in English; additional languages are a plus.

Education & Work Experience

1. 5-10 years as a Customer Service Manager in the luxury sector (preferably furniture, automotive, or high-end retail).
2. Education in Management or Management Engineering.
3. Experience in international markets.

Work location: Meda (MB).

Smart Working: 1 day per week as per Group Policy.

Our company is an equal opportunity employer.

Interested candidates can send their CV with authorization for EU 2016/679 (GDPR).