Vice President of Client Service, High-End Consumer Brand

Boston, MA · Job # 8363LK

Our client company is a high-end consumer brand that is building out its presence in Boston, MA.  We have been retained to recruit a world class Vice President of Client Service. This is a highly visible and company critical role, reporting into the CEO. 

Job Overview:

In this role, you will use your experience and vision to build a global, state-of-the-art client services function. Your group’s mission will be to create and maintain high-end service for a clientele that is accustomed to the very best of everything.  Through experience, savvy, and technology your team will deliver a level of world class service.  


Primary Job Responsibilities:

  • Client service: Clients are high net worth individuals.  Responsible for high touch client service operations. Ensure that clients are delighted with every interaction.
  • Team operations: Assess and build solid processes, procedures and technology assets to run client management. 
  • Strategize and Implement: Devise the right metrics to track the satisfaction and business expansion of clients as well as the satisfaction and career growth of members of your team.
  • Technology: Provide recommendations for build vs. buy decisions of customer-centric technology.

Experience:

  • 10+ years of experience leading a Client Services team
  • BA/BS degree.  MBA nice to have
  • Evidence of being a “modern manager”-a professional who can be comfortable being a player/coach as well as a strategic thinker and business leader
  • Proven experience managing a high-end, high-volume, high-touch customer service organization
  • Proven ability to lead a large, distributed, multifaceted team 
  • Comfortable engaging and interacting with C-level individuals and influencers 
  • History of achieving customer service scores far above average and CSR turnover rates far below average 
  • Proven affinities for people, measurement, and technology – balanced equally 
  • Evidence that you’re incredibly helpful and passionate about clients and service 
  • Willing to take the next step in an already impressive career 
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