Customer Service Manager

About Lumina Drones

Lumina Drones specializes in pioneering drone light shows that blend cutting-edge aerial technology with artistic visuals. Providing environmentally conscious, choreographed sky performances, Lumina caters to a variety of large-scale celebrations and brand activations. Their services include bespoke show design as well as photo and video productions, aimed at delivering innovative storytelling and unforgettable sustainable entertainment experiences by partnering closely with clients.

Role Overview

The Customer Service Manager role is a full-time position based in Watford offering a hybrid working arrangement that combines remote work with onsite presence during events. The position entails overseeing the communication and ticketing operations related to customer service, ensuring prompt and professional management of inquiries and client interactions.

Responsibilities

• Leading the customer communication process and managing the overall customer journey.
• Monitoring service quality standards and handling escalated client concerns tactfully.
• Developing and implementing processes aimed at enhancing customer satisfaction.
• Collaborating with departments such as sales, operations, and production to coordinate show communications, set client expectations, and ensure smooth event delivery.
• Analyzing customer feedback and service data to prepare reports and suggest service improvements that benefit client relationships and company reputation.

Qualifications and Skills

• Experience in customer service management, customer satisfaction, and support functions.
• Strong written and verbal communication skills to engage effectively with clients and internal teams.
• Analytical capability to interpret service metrics, customer insights, and operations data for continuous improvement.
• Proven leadership or supervisory experience managing customer-facing teams, preferably in events, technology, or creative industries.
• Ability to manage complex client needs, multitask projects, and stay composed during time-sensitive situations.
• Familiarity with CRM platforms, ticketing software, and standard business applications, especially in a hybrid work environment.
• A cooperative approach valuing inclusive, respectful communication and ongoing learning.
• Relevant qualifications or equivalent professional experience in business, customer service, management, or related fields.