Vice President of Global Client Service, Luxury Brand

Boston, MA · Job # 8265LK

We are working with a high end consumer brand that is building out its presence in Boston, MA.  They are creating a new role for a Vice President of Global Client Services reporting into the CEO. 

Job Overview:

In this role, you will use your experience and vision to build a 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: Build, or assess and acquire, 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: Determine build vs. buy decisions on the correct technology that clients want to interact with your client services team. 

Experience:

  • 10+ years of experience overseeing both managers and individual contributors 
  • BA/BS degree.  MBA nice to have
  • Proven experience managing a high-end, high-volume, high-touch customer service organization in a transactional customer service environment 
  • Proven ability to lead a large and multifaceted department 
  • 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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