Job Description

Company Overview: Lifestyle Solutions is a leading provider in the furniture industry, known for our innovative designs and commitment to quality. Since our inception, we have been at the forefront of creating functional and beautiful furniture for every household. Our mission is to provide contemporary solutions for everyday living, delivering products that not only meet but exceed our customers' expectations.

Job Summary: We are seeking a dynamic Senior Customer Success Manager to lead our customer service department at Lifestyle Solutions. The ideal candidate will be a strategic thinker, passionate about driving improvements, and a deep commitment to excellence. You will be responsible for overseeing all aspects of customer service operations to enhance customer satisfaction and loyalty.

Key Responsibilities:

Leadership and Team Management:

• Foster a culture of ownership, accountability, and customer-centric leadership within the team.
• Educate, inspire, and lead associates to reach their highest potential, both in terms of service metrics and career goals.
• Lead, mentor, and expand the customer service team to cultivate a “best-in-class” customer experience
• Develop comprehensive training to elevate staff expertise and performance.
• Perform regular performance evaluations, providing feedback and setting career development goals.

Strategy and Planning:

• Design and implement a strategic plan to improve service operations and enhance customer interaction.
• Set and monitor achievable team goals aligned with company objectives.
• Use analytics to assess patterns in customer touchpoints and identify opportunities for improvement.

Customer Engagement:

• Build strong relationships with key retailers and maintain ongoing communication to ensure continued satisfaction.
• Establish close relationships with cross-functional partners to continually drive solutions that result in heightened customer experiences.
• Develop a structured customer feedback system to enhance service adaptability and responsiveness.

Process Optimization:

• Standardize customer service procedures to ensure uniformity and efficiency across all interactions.
• Integrate new technologies to streamline operations and improve customer interaction.
• Manage service quality by setting up benchmarks for speed, efficiency, and courtesy.

Accountability and Reporting:

• Develop and track key performance indicators (KPIs) to gauge team effectiveness and customer happiness.
• Recognize, respond, and lead appropriate resolution of complex priorities and performance trends, including the development of operational improvements.
• Conduct regular strategy meetings to discuss achievements and areas needing improvement.
• Prepare detailed reports for senior management outlining team performance and operational impact.

Qualifications:

• 5+ years of experience in home furnishings or other home related products
• Prior experience working with big box retailers and a DTC environment
• Bachelor’s degree in Business Administration, Communications, or related field or equivalent experience
• 9+ years of experience in customer service or customer success roles, with at least 3 years in a managerial capacity.
• Demonstrated ability to lead and inspire a team.
• Strong analytical skills to evaluate data and customer interactions.
• Excellent communication and interpersonal skills, with an aptitude for building relationships with professionals of all organizational levels.
• Proficient in CRM software and MS Office, with a knack for learning new programs.

What We Offer:

• Competitive salary and benefits package including 401k, medical, dental, and vision insurance.
• Opportunities for professional development and career growth.
• A vibrant and inclusive culture driven by teamwork and innovation.

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