Customer Service Excellence Manager
Leading luxury brand — Shanghai: Customer Service Excellence Manager to lead service quality, VOC programs and CX initiatives.
Overview
A leading luxury fashion house within a global luxury group, the employer is design-led and client-centric with an international retail and digital footprint. The organisation combines artisanal craftsmanship with sophisticated commercial operations and invests in high standards of client service and employee development.
Role & Responsibilities
- Define and implement the customer service excellence strategy and associated KPIs across retail, e‑commerce and after‑sales channels.
- Design, deploy and maintain a quality assurance framework including monitoring, scorecards and regular performance reporting.
- Lead continuous improvement initiatives through root‑cause analysis, process redesign and cross‑functional programs to reduce friction and raise service standards.
- Own Voice of Customer programs (surveys, NPS/CSAT analysis, feedback loops) and translate insights into prioritised action plans.
- Develop and deliver training, coaching and governance for frontline and back‑office teams to ensure consistent brand‑level client experiences.
- Manage escalation workflows, service level agreements and executive reporting for critical client incidents.
- Collaborate closely with retail operations, CRM, logistics, product and IT to ensure seamless omnichannel service experiences.
- Present operational performance and strategic recommendations to senior stakeholders on a regular cadence.
Qualifications
- Bachelor’s degree in Business, Hospitality, Marketing, Operations or a related discipline; advanced degree advantageous.
- Proven track record of leading customer service, quality assurance or customer experience programs within retail or premium service environments.
- Demonstrated ability to lead cross‑functional projects, influence stakeholders and drive measurable improvement.
- Strong analytical capability with experience turning quantitative insights into operational actions.
- Excellent communication and coaching skills with experience building capability in frontline teams.
Skills
Experience
Typically 5+ years in customer service, quality assurance or customer experience roles, with at least 2 years in a managerial or program‑lead capacity; experience in luxury retail or premium consumer brands strongly preferred.
Education
Bachelor's degree in Business Administration, Hospitality, Marketing, Operations or related field; Master's degree or relevant professional certifications preferred.
Culture
The employer cultivates a high‑standards, client‑centric culture typical of global luxury houses, where creativity and operational excellence intersect. Teams operate in a fast‑paced, collaborative environment that values attention to detail, cross‑disciplinary partnership and professional development.