The Lead - Customer Success (Assistive Sales) will play a key role in enhancing the customer experience and driving sales by proactively assisting clients throughout their online shopping journey. This individual will lead a team to ensure customers receive personalized guidance, expert styling advice, and a smooth post-purchase experience. The ideal candidate is a people-focused leader with a strong understanding of luxury fashion and e-commerce, committed to fostering customer loyalty and satisfaction.

Key Responsibilities

Customer Assistance and Sales Support

- Engage with customers via chat, email, or phone to provide styling advice, answer product queries, and offer personalized recommendations.

- Assist customers in navigating the e-commerce platform, ensuring a seamless shopping experience.

- Leverage product knowledge and understanding of customer preferences to upsell and cross-sell items.

Customer Success Strategy

- Develop and implement strategies to enhance customer satisfaction and drive repeat purchases.

- Lead efforts to create a proactive approach to customer engagement, anticipating needs and resolving issues before they arise.

- Monitor key customer success metrics and identify areas for improvement.

Team Leadership and Development

- Build and manage a team of customer success associates, providing training and mentorship.

- Set clear performance expectations and monitor individual and team KPIs.

- Foster a culture of excellence, empathy, and customer-centricity within the team.

Data-Driven Insights and Reporting

- Track customer interactions and analyze feedback to identify trends, challenges, and opportunities.

- Provide regular reports on customer satisfaction, sales conversion rates, and other relevant metrics to senior management.

- Collaborate with the marketing, merchandising, and operations teams to share insights and improve processes.

Customer Retention and Loyalty

- Develop initiatives to build long-term relationships with customers, enhancing brand loyalty.

- Implement loyalty programs, personalized outreach, and exclusive customer engagement campaigns.

- Address escalated issues or complaints with empathy and efficiency, ensuring customer retention.

Qualifications and Skills

- Education: Bachelor's degree in Business, Fashion Management, or a related field.

- Experience:

- 5+ years in a customer success, sales, or related role, preferably in luxury e-commerce or fashion.

- Experience leading a team and managing performance.

- Skills:

- Strong communication and interpersonal skills.

- Exceptional problem-solving and conflict resolution abilities.

- Ability to manage multiple customer interactions while maintaining attention to detail.

- Proficiency in CRM tools and e-commerce platforms.

- Passion for luxury fashion and a keen eye for styling trends.