Customer Service Manager, Jennifer Fisher

Customer Service Manager

We're seeking a Customer Service Manager to lead our client experience, ensuring every customer interaction reflects the Jennifer Fisher standard of excellence. This role is responsible for managing day-to-day customer communications, overseeing the eCommerce returns and repairs portals, supporting virtual and client appointments in our NYC store, and partnering cross-functionally to improve post-purchase satisfaction and retention. The ideal candidate is Shopify Plussavvy, detail-oriented, and passionate about delivering exceptional customer experiences.

This is a hybrid role with 4 days a week in person with time split between our NYC corporate headquarters in the Empire State Building and our NYC store locations.

Key Responsibilities

• Oversee daily customer service operations for Jennifer Fisher's website and owned stores, including email, chat, and phone support
• Ensure timely responses to customer inquiries regarding orders, repairs, personalization, shipping, and returns
• Resolve client concerns, complaints, or escalations with empathy, urgency, and professionalism, always aiming for first-contact resolution and positive outcomes
• Host client consultations virtually and in person at our NYC store, offering product recommendations and styling advice
• Partner with store teams and internal departments to fulfill special client requests and ensure seamless service across all channels

Brand Representation & Client Experience

Technology & Process Optimization

Reporting & Insights

Cross-Functional Collaboration

Our Best Fit Candidate Would Have

In return, we provide an industry-competitive salary, along with a comprehensive benefits plan (medical, dental, vision) that includes a matching 401(k), Summer Fridays, generous PTO, merchandise discounts, excellent career development opportunities, and a work environment that reflects our industry leadership. Our social impact program, Centric Cares, focuses on volunteerism to make a difference in communities we live and work in and our D&I committee is shaping the future of diversity, equity and inclusion at Centric Brands though workshops, resources and inspiring conversation.

Salary Range : $70,000-80,000

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Centric Brands is an Equal Opportunity Employer