Manager, Customer Care

About Us

David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable – the brand’s artistic signature. David Yurman collections are available at 50 retail stores throughout the United States, Canada, Hong Kong and France and at over 300 locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.

Our Values

At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family’s guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.

Job Description

Title: Customer Care Manager

Reports to: Customer Care Senior Manager

Supervises: Customer Care Specialist Team

Overview

The Customer Care Manager will be responsible for overseeing the daily operations of the call center, managing staff, and ensuring customer satisfaction through efficient and effective service delivery. This role requires excellent leadership skills, a strong understanding of call center technology, and a commitment to achieving performance targets.

Our Company

DAVID YURMAN is internationally recognized as America’s foremost luxury jewelry brand. Founded in 1980 by two artists, the company fuses art, fashion and jewelry, inspired by a passion for excellence in craftsmanship and innovation in the classic tradition. Headquartered in a facility in New York City’s Tribeca neighborhood, the company produces more than 250 unique new designs per year and is best known for their iconic Cable Collection introduced in 1983, Silver Ice (diamonds set in silver), South Sea Pearls, and Fine Timepieces, Men's Jewelry, Bridal, High Jewelry and Cable Kids. For over 30 years, artistic inspiration and the pursuit of excellence has established DAVID YURMAN as America’s premier jewelry and timepiece designer. The company continues in this tradition as it evolves into an international luxury brand.

Responsibilities

• Lead and develop a strong, motivated team of sales and service professionals, providing best in class service, and service to sales by building specialist knowledge, skills and capabilities.
• Manage day-to-day operations of David Yurman Customer Contact Center.
• Balance improving operational excellence, managing KPI’s and building a progressive and engaged Customer Care Team
• Ensure call queues are actively monitored to achieve SLAs.
• Participate in setting, and responsible for achieving, team and department goals. Specific attention and effort to achieve new departmental targets for sales and conversion.
• Monitor Individual, team, and contact center results to identify areas of strength and areas of opportunity. Review Performance to ensure the attainment of goals & targets.
• Develop an understanding of the David Yurman customer and champion their needs, making realizable and innovative recommendations for improvement based on customer and employee feedback.
• Support Customer Care Senior Manager in analyzing call center data and generating business reports/metrics. Make data-driven and thoughtful recommendations that contribute to an enhanced customer and CCS experience.
• Participate in strategic improvement initiatives.
• Facilitates open and creative discussions of procedures and processes fundamental to improving the department’s ability to preempt or resolve customer issues.
• Ensure customer retention & satisfaction through stellar service; maintain positive relationships with both Internal & External Customers.
• Supporting the creation of an environment of continuous improvement through Quality Assurance.
• Successfully handle high-level escalations providing optimal solutions.
• Works cross-functionally with other departments. Participate in meetings and projects for proposed or coming initiatives, as required.
• Responsible for driving employee engagement, development, and career growth.
• Manage & develop CCare team, instilling David Yurman Core Values and an understanding of how good service drives increased sales.
• Ensure team engagement with the brand through coordinating ongoing product training and awareness of business initiatives and objectives.
• Foster a team culture that is receptive to change and improvement.
• Responsible for hiring, development, and performance management of staff.
• Participate in the selection, interview, and training process of new team members.
  
  

Qualifications

• Excellent leadership and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Well organized and structured. Project management skills.
• Proficiency with call center technology and software. Knowledge of Salesforce a plus.
• Proven experience building and developing teams, preferably with a sales focus; ensuring bench strength is available to support company initiatives and growth.
• Exceptional communication skills, both verbal and written.
• Ability to handle high-stress situations and make sound decisions.
• Proven experience as a call center manager or in a similar managerial role.
• Experience in customer service and staff management.
• Experience with luxury brand a plus.
  
  

Location

Lyndhurst, NJ

Diversity, Equity & Inclusion at David Yurman

As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees’ backgrounds and perspectives. We will always advocate for equity and inclusion for all.

David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).