Client Services Manager

LAKE believes that the most comfortable part of your day should be celebrated, from sleepy Saturday mornings to wind-down time with loved ones through all of life's coziest moments. Our pajamas started with a simple silhouette, a classic stripe, and the softest fabric imaginable; 100% Peruvian Pima Cotton. Now, LAKE offers pajama perfection for women, men, and children with collections in a myriad of premium fabrics that extend to casual wear beyond the home too. Founded in Savannah, Georgia, in 2014— you can find LAKE at our stores in Charleston and Atlanta and online at lakepajamas.com.

LAKE is seeking a dynamic and analytical candidate to lead the Client Services team. In this role, you will lead and mentor a dedicated team to deliver exceptional and timely service to our clients across various touchpoints. You will be instrumental in shaping the future of our client service strategy, and for exploring new technological solutions to support business growth. 

PRIMARY RESPONSIBILITIES 

Forecasting & Analytics: 

• Establish and monitor key performance indicators (KPIs) to track the effectiveness of the client experience.
• Develop and maintain customer satisfaction metrics and reporting systems to measure and communicate progress to leadership.
• Develop and implement strategies to enhance the overall customer experience based on customer feedback analytics and trends.

Team Management: 

• Lead and mentor a team responsible for delivering exceptional, efficient, and timely service across all touchpoints.
• Proactively anticipate fluctuations in demand throughout the year and create staffing plans to support peak volume.
• Strategically distribute tickets among team members, ensuring adequate resources are allocated to promptly address customers.

Championing Clients: 

• Develop and implement a comprehensive pre- and post-purchase client experience strategy aligned with company goals and values.

• Provide clear guardrails and guidelines related to client experience issues and ensure efficient, timely, and effective resolution to maintain client trust and satisfaction.

• Act as a brand champion and ensure that every interaction with clients reflects and upholds the company's values.

• Partner with retail management to deliver a consistent customer experience across our sales channels.

• Collaborate with cross-functional teams, such as marketing, product, and operations, to ensure that the client experience supports organizational initiatives.

• Champion client voices. Communicate quantitative and qualitative feedback to product, design, operations, and marketing teams.

• Have a strong idea of industry benchmarks and best practices, and ensure emerging trends are communicated to leadership.

• Manage and grow revenue from special client groups, such as bridal and corporate gifting.

Other: 

• Manage relationship with the customer experience platform provider.
• Collaborate with reverse logistics partners on SLAs and to resolve issues with client returns.
• Lead the exploration, innovation, and integration of new software solutions to optimize the team's efficiency and effectiveness and scale capabilities.

REQUIRED SKILLS & ABILITIES 

• Excellent management and supervisory skills
• Excellent analytical skills
• Excellent verbal and written communication skills
• Extensive knowledge of customer service procedures and principles
• Organized and detail oriented
• Ability to resolve client issues while maintaining a professional and calm demeanor
• Ability to coach and mentor client services associates
• Proficient in Microsoft Office Suite
• Proficient in client experience management software platforms (ZenDesk, Gorgias, etc.)

EDUCATION AND EXPERIENCE  

• Bachelor’s degree

• Previous experience in a supervisory role

• Previous experience in luxury goods preferred