Senior Director, Customer Care

Key Responsibilities

• Lead daily operations across all Customer Care contact channels (phone, email, chat, outbound outreach)
• Oversee internal teams: Core Customer Service, Sales and Clienteling, Care and Service (Repairs), Training and Quality, Operations
• Execute against defined service strategy with clear accountability for KPIs (SLA, AHT, FCR and conversion)
• Identify and implement process improvements to reduce customer friction, increase efficiency, consistency, and service quality
• Ensure seamless support for customers of eCommerce, Retail and Wholesale
• Support DY eCommerce team, Retail Stores and Wholesale Sales

Leadership & Performance

• Lead, coach, and develop Customer Care managers and frontline teams
• Establish performance management routines, including KPI tracking, quality assurance, adherence to schedule, and coaching frameworks
• Partner with HR on hiring, onboarding, retention strategies and performance management
• Drive a culture of accountability, responsiveness, and continuous improvement

Customer Experience & Insights

• Elevate the customer experience by identifying pain points and implementing practical solutions
• Leverage customer feedback and operational data to inform improvements
• Ensure service delivery aligns with luxury brand expectations

Technology & Systems

• Partner with Digital/IT teams to optimize Customer Care systems, including Salesforce Service Cloud, Order Management, Marketing Cloud, and Experience Cloud, Commerce Cloud for OOBO and CSC
• Drive adoption and effective use of tools to improve agent productivity and reporting accuracy
• Champion the Customer Experience with cross functional tech teams, supporting system enhancements and process standardization

Service & Repairs

• Oversee customer-facing aspects of repair/service processes, ensuring clear communication and timely resolution
• Continue to establish standards to scale this program
• Champion the customer and preserve brand loyalty
• Partner with Operations/Supply Chain to improve turnaround times and transparency

Cross-Functional Partnership

• Collaborate with Retail, eCommerce, and Operations teams to align on service standards and execution
• Ensure SOPs are clearly defined and consistently followed

Financial & Operational Management

• Manage departmental budget, including staffing and vendor support
• Monitor productivity and cost-to-serve metrics, identifying opportunities for efficiency