Moda Operandi seeks a service and sales professional to manage our Customer Care and Stylist Team, who will be responsible for leading and motivating the team to achieve sales goals while maintaining exceptional service experience for our global, demanding customers, delivering M’O members a premiere luxury shopping experience. A premiere online luxury retailer, M’O is the only place to access the full, unedited collections of top designers, offering ready-to wear styles, shoes, handbags, jewelry and accessories, and the ability to pre-order from designers including Fendi, Alexander Wang, Missoni, and Marc Jacobs in exclusive M’O online trunkshows.
Responsibilities • Deliver an outstanding shopping experience to every customer contact, in all forms of communication. • Manage the Customer Care and Stylist team, developing processes to address customers different needs from service issues to styling needs. • Impellent a proactive clientele strategy utilizing, email, phone call and direct mail. • Conduct briefings and coordinate senior meetings to deliver company information, organize business priorities and deliver positive and negative customer feedback. • Lead by example by taking a proactive and sales oriented approach in all situations focusing on increasing units per transaction and cross-channel selling. • Develop sales and product training initiatives. • Work to provide consistency, communicate information and develop best practice. • Use all systems a to accurately add notes to orders and cases for all incoming and outgoing contacts and enforce these practices to all team members. • Ensure seamless implementation of new technologies and changes to working practices. • Instill a high level of brand engagement including M’O core values and a balanced approach to sales as a product of great service. • Ensure that every team member adopts a commercial and customer centric approach, exceeding customer expectations and keeping satisfaction levels high. • Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service. • Set achievable and motivational individual and team sales targets and analyze team’s sales performance. • Initiate ideas to incentivize and reward the team, both ongoing and on a one-off basis. • Ensure awareness of customer satisfaction through customer feedback and other sources, initiating ideas to address issues arising to improve service experience. • Serve as brand ambassador and customer champion for internal and external initiatives.
The position is located in New York.
To apply, please send your resume/cv to firstname.lastname@example.org and put "Director of Customer Care" as the subject line.