Cassina Customer Service Manager

Business Functions
SALES & MARKETING
Locations
IT - Italy; IT - Italy/Monza Brianza
Responsibilities
The Customer Service Manager will be part of Cassina Commercial Department and will be responsible for the leading of the Customer Service Team, the person will directly report to the Cassina Commercial Director.
The ideal candidate will have a strong focus on process management, data analysis, and KPI-driven performance improvement. This role requires a strategic mindset to enhance customer experience, streamline service workflows, and leverage data insights to drive efficiency and excellence.

Activities
  • Manage a team of 17 people in Italy and supervising Customer Service department in US;
  • Guarantee the best service to dealers and DOS in terms of order management and after sales, promoting a proactive approach;
  • Guarantee the monthly revenues target in close coordination with Sales, Manufacturing, Logistics and Administration Teams;
  • Provide reportings and KPI on orders completion, shipments, delays;
  • Guarantee best service in terms of claims Management in close coordination with Quality Team;
  • Organize yearly customer surveys;
  • Organize sales support activities at Salone del Mobile and during the year (support to area managers, Company visits, quick ship program, etc.).

Skills and Knowledge
  • Customer-centric mindset with a passion for delivering high-end service experiences;
  • Strong leadership skills, with excellent data analysis abilities, proficiency in CRM systems and Excel, ability to develop reporting tools;
  • Fluency in English, additional languages are a plus.

Education & Work experience
  • 5-10 years as a Customer Service Manager in the luxury sector (preferably furniture, automotive, or high-end retail);
  • Education in Management or Management Engineering;
  • Experience of International markets.

Work location: Meda (MB).
Smart Working: 1 day per week as per Group Policy

Our company is an equal opportunity employer.
Interested candidates can send their CV with authorization for EU 2016/679 (GDPR).
Back
Business Functions
SALES & MARKETING
Locations
IT - Italy; IT - Italy/Monza Brianza