Lead Associate - Operations
Core
Lead a team in managing customer concerns and case resolution for a luxury retailer network, ensuring high satisfaction and operational efficiency.
Role type
Senior IC operations lead (customer experience)
Builds
Effective, sustainable solutions for customer concerns
Domain
Retail / Customer Service
Deliverable
client delivery
Required skills
Case management, customer engagement, data documentation, escalation process management, stakeholder collaboration, policy compliance, team leadership, problem-solving, survey analysis, follow-up communication
Preferred skills
Modern Luxury principles, innovative approaches to resolution, best practice sharing
Technologies
CRC case management systems, reporting and analytics tools
Responsibilities
Manage an active caseload of customer concerns, partner with the retailer network to resolve issues, document customer interactions accurately, apply escalation processes, collaborate with internal stakeholders, conduct follow-up contacts to confirm satisfaction, verify and capture case information, respond to dealer survey escalations
Seniority
Senior, hands-on IC with leadership responsibilities