Head of Customer Service
Job Description
Description
Hiring Company:
Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Head of Customer Service , who is as passionate as we are in an delivering exceptional customer service experience for our elite clientele.
Position Summary:
We’re seeking a leader who can architect and continually refine a bespoke, technology-enabled luxury client experience. Someone who balances strategic vision with hands-on execution, building from the ground up, and fostering a culture of innovation and agility to elevate our service standards and redefine what exceptional client care means in the luxury travel space.
Key Responsibilities:
- Strategic Leadership: Develop and execute a comprehensive customer service strategy that aligns with our vision of delivering exceptional, personalized luxury travel experiences.
- Build & Lead High-Performance Teams: Recruit, develop, and inspire a team of elite client service professionals committed to excellence, discretion, and innovation.
- Create from Scratch & Innovate: Design, implement, and continuously refine bespoke service standards, leveraging the latest technologies and industry best practices to deliver seamless, high-touch experiences.
- Cross-Functional Collaboration: Partner with product, technology, marketing, and operations teams to build support tools, platforms, and processes—working collaboratively to embed service excellence at every touchpoint.
- Leverage Technology & Data: Use advanced analytics, CRM, automation, and AI to anticipate client needs, personalize interactions, and drive continuous improvement.
- Foster a Culture of Agility: Promote rapid prototyping, testing, and iteration—building a flexible, scalable service platform capable of evolving with client expectations and technological advancements.
- Operational Excellence: Ensure flawless execution in every client interaction, maintaining the highest standards of discretion, confidentiality, and professionalism.
- Performance & Metrics: Establish KPIs to monitor customer satisfaction, operational efficiency, and technological adoption; provide regular insights and reports to leadership.
Requirements:
- 10+ years of experience leading customer service or support organization, preferably within luxury, high-net-worth, or high-touch service sectors.
- Demonstrated success building and scaling innovative service platforms from scratch.
- Strong technical proficiency with CRM, automation, AI, and other support technologies.
- Exceptional leadership skills, with the ability to inspire, develop, and manage high-performing teams.
- Strategic thinker with the ability to work cross-functionally and execute a compelling vision.
- Passionate about luxury lifestyle, innovation, and disruptive technology.
Preferred Attributes:
- Hands-on builder with a growth mindset—comfortable rolling up sleeves and diving into the details.
- Culturally aware, multilingual, with a global outlook.
- Discretion, tact, and unwavering professionalism
What We Offer:
- The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
- A collaborative, innovative environment with high-impact projects.
- Competitive salary and benefits package.
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Company
Love Energy Savings
Location
, ON, Canada
Country
Canada
Salary
125.000
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