Who We Are: Guapi is the fashion-forward, north star of the modern hip-hop and streetwear culture era. It represents the niche community that identifies with the streets but made it out of the hood. We are inspired by the community that wears it and the culture its surrounded by. From music to fashion, and from cars to luxury homes, Guapi is the culmination of sophisticated taste.

As the Head of Customer Care, you will take charge of our multi-site global Customer Care team to deliver exceptional Customer Service. We're looking for a highly organized professional with significant management experience at a direct to consumer, who can ensure the most efficient operations.

With a tenured senior team able to run much of the day to day, your primary focus will be in planning and driving the execution of a strategy to improve service while reducing cost to serve. To do this you will need experience of delivering data driven process change, automation with experience of AI care implementations preferable.

You will champion the customer's cause across the business and work collaboratively with other functions to deliver our Customer Care vision.

Key Responsibilities:

Lead a high performing team within a caring culture and supportive environment, where experimentation is encouraged as we win together.
Drive exceptional performance and KPI results, always ensuring the right approach for both our in-house teams and outsourced third party provider.
Guide and help implement a strategic plan for customer care in line with the overall business objectives, whilst striking a balance between long-term strategic goals and mid to short term operational performance of the key department metrics.
Drive ongoing transformation projects and lead AI enhancement delivery with a ticketing platform, utilizing change management & project experience
Use data and analytics to optimize the overall customer experience and drive customer satisfaction, assess key trends to feedback to business owners and identify areas of opportunity for enhancements.
Assisting the manager director with several admin tasks and achieve the assigned tasks
Hands on approach to daily and weekly performance monitoring and optimization

Requirements

Proven experience in Customer Operational leadership within the customer care or customer experience domain.
Demonstrated ability to lead and motivate teams with a commitment to developing talent and enriching a positive, collaborative and caring team culture.
Strong analytical and problem-solving skills with experience leveraging data-driven decision making.
Expertise in change management, process optimization, resource management and automation preferably including AI.
Familiarity with governance, risk management and compliance protocols
Excellent communication and interpersonal skills for effective cross-departmental collaboration.
Ability to work well under pressure, managing multiple projects simultaneously and experience of handling shifting priorities and deadlines.
Familiarity with customer relationship management (CRM) systems and contact centre technologies,

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