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Company Description
Lumina Drones is a pioneer in drone light displays, creating immersive experiences that combine advanced aerial technology with artistic design. The company delivers eco-friendly, choreographed performances for events ranging from major celebrations to branded activations, transforming the ordinary into visually striking sky shows. Lumina offers personalized show design, as well as photo and video production, to help clients tell their stories in innovative ways. With a focus on unforgettable, sustainable entertainment, Lumina partners closely with clients to elevate each event through breathtaking aerial artistry.
Role Description
The Customer Service Manager is a full-time, hybrid role based in Watford, with the flexibility to work from home part of the time and on site during events. In this role, the manager oversees the customer service, customer communication and ticketing function, ensuring timely, professional responses to inquiries and clear communication to customers.
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Day-to-day responsibilities include:
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- Leading customer communication and customer journey
- Monitoring service levels
- Managing escalations
- Implementing processes that improve customer satisfaction
The manager will collaborate with sales, operations, and production teams to coordinate shows communications, set expectations, and support smooth delivery of each event. This role also involves analysing customer feedback, preparing reports, and recommending service enhancements that strengthen client relationships and brand reputation.
Qualifications
- Customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support experience.
- Strong Communication abilities, with clear written and verbal skills for engaging clients and guiding internal teams.
- Analytical Skills to interpret service metrics, customer feedback, and operational data, and to identify areas for improvement.
- Proven experience in managing or supervising customer service or client-facing teams, ideally in events, technology, or creative services.
- Ability to handle complex client requests, manage multiple projects, and maintain composure under time-sensitive conditions.
- Familiarity with CRM systems, ticketing tools, and standard office software; comfort working in a hybrid environment.
- Collaborative mindset, with a commitment to inclusive, respectful communication and continuous learning.
- Relevant qualification or equivalent experience in business, customer service, management, or a related field.
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