Manager, Customer Care

3M HEALTHCARE; New Jersey; On-site; USD 80,000 - 120,000; Full time

Job summary

David Yurman is seeking a Customer Care Manager to oversee the daily operations of the call center, lead a team of service and service-to-sales professionals, and ensure exceptional customer satisfaction through process improvements and staff development. The role requires strong leadership, proficiency with call center technology, and a focus on achieving performance targets.

Responsibilities include managing day-to-day center operations, monitoring KPIs, driving sales conversions, and

Job description

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist.

When the artists began collaborating, their goal was simply to make beautiful objects to wear.

Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature.

David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do.

Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design.

The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand.

We are committed to responsible business and social practices and to the protection and advancement of human rights.

We believe in partnering with others who share these values and understand their importance.

Job Description Overview

The Customer Care Manager will be responsible for overseeing the daily operations of the call center, managing staff, and ensuring customer satisfaction through efficient and effective service delivery.

This role requires excellent leadership skills, a strong understanding of call center technology, and a commitment to achieving performance targets.

Responsibilities

• Lead and develop a high-performing team of service and service-to-sales professionals, delivering best-in-class client experiences while strengthening product knowledge, skills, and capabilities.
• Manage day-to-day operations of David Yurman Customer Contact Center.
• Balance improving operational excellence, managing KPI’s and building a progressive and engaged Customer Care Team
• Ensure call queues are actively monitored to achieve SLAs.
• Participate in setting, and responsible for achieving team and department goals. Specific attention and effort to achieve new departmental targets for sales and conversion.
• Monitor Individual, team, and contact center results to identify areas of strength and areas of opportunity. Review Performance to ensure the attainment of goals & targets.
• Develop an understanding of the David Yurman customer and champion their needs, making realizable and innovative recommendations for improvement based on customer and employee feedback.
• Support Customer Care Senior Manager in analyzing call center data and generating business reports/metrics. Make data-driven and thoughtful recommendations that contribute to an enhanced Customer experience.
• Participate in strategic improvement initiatives.
• Facilitates open and creative discussions of procedures and processes fundamental to improving the department’s ability to preempt or resolve customer issues.
• Ensure customer retention & satisfaction through stellar service; maintain positive relationships with both Internal & External Customers.
• Supporting the creation of an environment of continuous improvement through Quality Assurance and ongoing coaching, formal and informal
• Successfully handle high-level escalations, providing optimal solutions.
• Works cross-functionally with other departments. Participate in meetings and projects for proposed or coming initiatives, as required.
• Responsible for driving employee engagement, development, and career growth.
• Manage & develop CCare team, instilling David Yurman Core Values and an understanding of how good service drives increased sales.
• Partner with the Training team to support team engagement through product knowledge, service standards, and business initiatives. Foster a team culture that is receptive to change and improvement.
• Responsible for hiring, development, and performance management of staff.
• Participate in the selection, interview, and onboarding process of new team members.
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