Client Services Support Manager - Us

A rare opportunity exists for a full-time Client Services Support Manager - US to join our New York Head Office team.

The Client Services Support Manager is responsible ensuring efficient and profitable running of the US Client Services team. Driving client loyalty by promoting client services excellence, product knowledge, and relationship management. Promoting a client first mindset throughout the organization.

The Client Services Support Manager will ensure the US CS Support client strategy is aligned with global markets. Work closely with the regional Client Services managers and Global Support Manager on initiatives to drive the experience forward, generate business, and develop high performing teams with succession in place.

Key Responsibilities include but are not limited to;

• Be the Zimmermann client service champion, putting the client at the forefront, and develop a team who have:
• Be responsible for the region’s contact channels: Email, Phone, Chat, WhatsApp, Texting, Offline Chat, Social Media, and future channels
• International Consistency and Global Support
• Team Management & HR
• Strong cross market knowledge, and a strong handle of all relevant service systems
• Client Services Support
• Client first mindset - delivering excellent, refreshing, and memorable client service
• Manage the Client Service Support team in the US region. Build client engagement strategies and facilitate omnichannel client relationship growth
• High level of engagement. Nurture opportunities to develop and grow internally
• A deep, extensive knowledge of all products, and their features and benefits

To be successful, you will be flexible, dynamic and eager to learn!

The successful candidate will also posses:

• Client service program literacy, particular experience in Microsoft Office, Apparel21, Magento, Inside Chat
• Strong desire to improve client services quality and processes
• Ability to multi-task under pressure and quickly toggle between a variety of issues
• Proven ability to skillfully manage complex client interactions and situations
• Confidence in analytics, reporting, and forecasting – utilizing pivot tables
• Business management or business administration degree preferred.
• A minimum of 5 years of experience in client services support and management
• High attention to detail and organization
• Outstanding people skills with an ability to manage, motivate, and develop the team
• Excellent knowledge of management methods and techniques
• Passion about outstanding client experience and putting the client first
• Business management or business administration degree preferred
• Highly organized with the ability to prioritize tasks based on urgency and delegate appropriately
• Experience in using CRM programs such as Zendesk
• Excellent written and verbal communication skills

This is an opportunity for applicants who strive for excellence in their field.

Why work with us?

· Bespoke development plans and access to strong mentors and industry leaders

· Ongoing Training & Development to grow your career within Zimmermann

· Generous Employee Discount

· Employee Referral Program with the opportunity to earn bonuses for successful placements

· Opportunity to progress your career within an Australian global luxury brand.

· Work with high-end fashion and alongside fellow passionate and dedicated Zimmermann team members

Only short-listed applicants will be contacted.

Zimmermann is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.