Bvlgari Customer Service Manager

New York • USA

Friday, March 14, 2025

Bulgari, a distinguished name in the luxury sector, is renowned for its exquisite watches and jewelry. As part of the prestigious LVMH group, Bulgari offers an exceptional work environment that values innovation, excellence, and the highest standards of craftsmanship. Employees are encouraged to thrive in a dynamic and supportive atmosphere where creativity and dedication are rewarded.

1. Lead and manage the customer service team, ensuring optimal performance across all channels including phone, email, chat, and e-commerce.
2. Develop and implement customer service objectives and KPIs, focusing on sales targets and client development.
3. Collaborate with senior management to monitor and address fraud, service issues, and client escalations.
4. Generate analytical reports on performance metrics, sales growth, and client retention for senior leadership.
5. Identify and recommend process improvements to enhance sales conversion and client development strategies.
6. Stay informed about industry trends to implement best practices in luxury retail customer service.
7. Develop and maintain policy manuals to support service and sales growth.
8. Partner with CRM teams to execute clienteling programs and outreach campaigns.
9. Take ownership of sales targets and client development goals, providing feedback and corrective actions as needed.
10. Provide leadership and mentorship to customer service agents, fostering a client-centric culture.

1. Bachelor’s degree or higher.
2. Minimum 5 years of management experience in customer service or a related environment.
3. Fluent in English with exceptional written grammar and punctuation skills.
4. Knowledge of French, Mandarin, or Spanish is a plus.

1. Strategic thinker with excellent analytical, written, and verbal skills.
2. Strong command of data and analytics for generating insights.
3. Ability to operate flexibly in a fast-paced, evolving environment.
4. Proficiency in Excel, Word, and PowerPoint.
5. Experience with Salesforce, SAP, and online fraud tools.
6. Excellent interpersonal and customer service skills.
7. Strong organizational and presentation skills.
8. Problem-solving skills using data collection and analysis.

A minimum of 5 years in a management role within customer service or a related environment is required.

Bachelor’s degree or higher.

Bulgari offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts on luxury products.

Bulgari fosters a culture of excellence and innovation, encouraging employees to push boundaries and achieve their full potential. The company values diversity and collaboration, creating an inclusive environment where all voices are heard and respected.