Customer Service Head

As an experienced Customer Service Head reporting to the VP Business, you will be responsible for leading the international customer service and key account management functions. Your role will focus on ensuring operational excellence, delivering high-quality customer experiences, and managing long-term client relationships. You will need to be a proactive leader who drives efficiency, enhances service standards, and ensures seamless order fulfillment while collaborating with cross-functional teams. Key Responsibilities: - Ensure top-tier customer service standards for all existing international accounts. - Act as the primary escalation point for client concerns, proactively resolving issues to maintain strong relationships. - Oversee the end-to-end customer journey, ensuring seamless execution of client projects and timely order fulfillment. - Develop strategies to enhance customer retention and satisfaction. - Implement and maintain efficient backend operations for order processing, invoicing, and account management. - Forecast customer needs and align with sourcing teams for stocking plans. - Plan and monitor PD and production timelines, implementing corrective actions when needed. - Standardize customer service protocols and ensure compliance with company policies. - Lead, mentor, and develop the customer service and key account management teams. - Provide training to enhance CRM capabilities and managerial skills within the team. - Foster a culture of efficiency, accountability, and continuous improvement. - Analyze customer service metrics to drive efficiency and enhance service delivery. - Leverage data insights to optimize pricing models and identify areas for improvement. - Align customer service strategies with business goals for sustained growth. - Work closely with operations, logistics, and finance teams to ensure seamless execution of processes. - Align with product development and production teams to anticipate customer needs. - Support e-commerce and order management operations from an international perspective. Qualifications Required: - Strong preference for candidates with experience in International Jewellery Business, luxury, B2B, or tech-enabled businesses. - Leadership & Vision: Proven ability to lead and manage customer service teams with a strategic, problem-solving mindset. - Customer Orientation: Strong experience in key account management with a focus on high-value international clients. - Operational Excellence: Background in streamlining backend processes and enhancing service efficiency. - Strong Communication & Negotiation Skills: Ability to manage high-pressure situations and engage with senior stakeholders effectively. - Quantitative & Analytical Ability: Comfortable with data-driven decision-making and process optimization. - Jewelry Industry Expertise: Experience in jewelry manufacturing, product development, or a related luxury B2B business is highly preferred. - International Experience: Exposure to global markets and working with diverse clients is an added advantage. - Education: Graduate in Business/Design/Jewelry. Postgraduate qualifications/certifications are a plus. - Technology Proficiency (preferred): Familiarity with CRM systems, ERP tools, and digital service management platforms.,