Puig Customer Service Manager
- Location
- Rio de Janeiro Rio de Janeiro Brazil
- Employment
- Full-Time
- Seniority
- Manager
- Posted
- Oct 5, 2026
About Puig
Puig is a distinguished name in the luxury fashion and fragrance industry, renowned for its innovative approach and commitment to excellence. As part of a global conglomerate, Puig offers a dynamic and inspiring work environment, fostering creativity and professional growth.
Puig is hiring a Customer Service Manager to lead customer service strategy and operations, elevate service levels and connect customers with Commercial, Logistics, Marketing, Supply and Finance stakeholders. The role leads and develops the team, drives performance, process improvement and customer satisfaction, and manages risks, complaints and external service partners. This is a permanent position with a hybrid working model.
Role & Responsibilities
- Lead and develop the Customer Service team.
- Manage customer service and financial performance indicators, ensuring consistent action plans.
- Ensure adherence to internal processes, corporate controls, company compliance policies and governance.
- Act as a strategic partner to customers and stakeholders across Commercial, Marketing, Logistics, Finance and Supply.
- Lead initiatives to improve operational efficiency across the value chain by eliminating non-value-added activities, automating and simplifying processes.
- Drive transformation within the department and promote a culture of continuous improvement, consistently challenging the status quo.
- Conduct analyses, projects and initiatives to increase customer satisfaction and operational productivity.
- Maintain structured management of risks, complaints and improvement opportunities, monitoring financial, operational and reputational impacts.
- Manage the performance of external consumer-service providers and legal advisers when needed.
- Communicate with headquarters to align expectations, share progress on performance indicators and discuss corrective and preventive actions.
Qualifications
- Experience in Customer Service, Supply Chain, Order Management or related areas.
- Experience leading and developing teams.
- Strong analytical profile and results orientation.
- Relationship-building, influencing and stakeholder-management abilities.
- Organisation and planning skills.
- Resilience, dynamism, urgency and risk awareness.
- Completed undergraduate degree; postgraduate qualification or MBA preferred.
- Advanced English.
- Spanish preferred.
- Advanced Excel.
Skills
Education
Completed undergraduate degree; postgraduate qualification or MBA preferred.
Workplace
The role is situated in Rio de Janeiro, Rio de Janeiro, Brazil.
Benefits
Health and dental insurance, including dependent coverage; meal and food allowance; private pension; life insurance; childcare or nanny assistance; Wellhub (Gympass) / TotalPass; hybrid working model; birthday day off; product discounts; SESC partnership.
Culture
Puig fosters an inclusive and collaborative culture, encouraging innovation and creativity. Employees are valued for their unique contributions and are provided with opportunities for professional development in a supportive environment.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Puig, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Support Manager», «Customer Care Manager», «Client Services Manager», «Customer Operations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.