Cassina Customer Service Manager

Responsibilities
The Customer Service Manager will be part of Cassina Commercial Department and will be responsible for leading the Customer Service Team, directly reporting 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.

1. Manage a team of 17 people in Italy and supervise the Customer Service department in the US;
2. Guarantee the best service to dealers and DOS in terms of order management and after sales, promoting a proactive approach;
3. Guarantee the monthly revenue targets in close coordination with Sales, Manufacturing, Logistics, and Administration Teams;
4. Provide reports and KPIs on order completion, shipments, and delays;
5. Ensure the best service in terms of claims management in close coordination with the Quality Team;
6. Organize yearly customer surveys;
7. Organize sales support activities at Salone del Mobile and throughout the year (support to area managers, company visits, quick ship program, etc.).

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

1. 5-10 years as a Customer Service Manager in the luxury sector (preferably furniture, automotive, or high-end retail);
2. Education in Management or Management Engineering;
3. Experience in international markets.

Our company is an equal opportunity employer. Interested candidates can send their CV with authorization for EU 2016/679 (GDPR).