Customer Relationship Associate

JOB PURPOSE:
We are looking for a Customer Relationship Associate who is passionate about delivering a luxury experience to our customers, is motivated by “customer love” and strives to bring a positive, personal, and professional touch to each customer interaction. In this role, you will play a hybrid role, becoming the go-to person for our customers before, during and after making a purchasing decision. You will have a unique opportunity to define and scale our customer service function by developing streamlined, robust systems and processes to ensure we are offering a consistent, elevated customer experience. You will help us scale this function by assisting the Head of Customer Experience and CCO in building a CX team over the next year. This role will serve as the backbone to the customer love team and be responsible for establishing procedures, setting team goals and hiring additional team members.

KEY RESPONSIBILITIES:
● Oversee end-to-end customer communication experience from the time that a potential customer signs up for an account through the time that s/he receives the item
● Manage customer service interactions through two main channels: 1) online chat, and 2) email
● Report customer success metrics (Response Time, Customer Satisfaction etc.) on a weekly basis to ensure a high level of customer satisfaction
● Assist the Head of Customer Experience and CCO in training and managing a customer service team within the first 12-18 months
● Create and maintain a customer service schedule to ensure coverage at all times
● Approach each customer interaction as an opportunity to sell (and up-sell)
● Conduct in-person customer appointments at our private San Francisco showroom, and eventually manage training and staffing
● Lead VIP customer events and manage personal relationship outreach and white glove service
● Communicate with sales, production and fulfillment teams regarding customer timelines
   
SKILLS REQUIRED:
● Customer-first mentality and willingness to tackle the most complex and challenging customer situations with grace and professionalism
● Outstanding communication skills with both customers and senior management
● Ability to think critically and learn quickly in a fast-paced, dynamic environment
● Motivated self-starter with high efficiency work style
● Highly organized and detail oriented ​with focus on execution, problem solving, and improving processes
● Team oriented; willing to occasionally step-in and take on responsibilities outside of immediate scope when needed
● People management skills which include but are not limited to training, feedback, delegation, organization and career coaching
● Exceptional time management skills and accountability
● Analytical mindset with Excel proficiency

EDUCATION AND QUALIFICATIONS:
● 2 years professional experience working in at a consumer startup, consulting or investment banking
● Experience working in the direct-to-consumer e-commerce industry a plus
● BA/BS degree from leading institution

ABOUT SENREVE:
SENREVE is a direct-to-consumer luxury handbag brand. SENREVE serves the modern professional woman by combining luxury design and quality with versatility and functionality. Its products are handcrafted in Florence, Italy, at a family-owned factory that creates products for leading luxury brands.

The company launched in November 2016 and has been featured in top publications such as Forbes, Fast Company, Elle, Vogue, People, InStyle, among others, and worn by celebrities and influencers such as Jessica Alba, Julianne Hough, Priyanka Chopra, Jenna Dewan, Emma Roberts, Aimee Song, and Chiara Ferragni among others. The brand has also partnered with leading players in luxury retail including Nordstrom, Neiman Marcus, and Farfetch.

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