Saint Laurent Emea Client Service Manager
il y a 3 semaines
Summary
ABOUT SAINT LAURENT
Founded in 1961, Yves Saint Laurent was the first fashion house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, synonymous with youth and freedom. This change represented a crucial first step in the modernisation of fashion and revolutionised the socio-cultural landscape.
In 1999, the luxury division of the Kering Group acquired the house of Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position it at the top of the luxury universe.
Today, the Saint Laurent collections include women's and men's ready-to-wear, shoes, bags, small leather goods, jewellery, scarves, ties and eyewear.
**Job Description**:
ROLE
Design with HQ, execute and follow-up with a continuous improvement approach the omnichannel Client Service in EMEA Region following the corporate model and guidelines.
The mission of the EMEA Client Service Manager is any activity provided that enhances the ability of a customer to realize the full potential value of a Saint Laurent product or service, before and after the sale, thereby leading to customer satisfaction and retention.
The EMEA Client Service Manager will directly operate in his region and coordinate all activities across the departments and stores at regional level related to the mission and goals of Client Service.
This will be accomplished through an ability to translate customer insights and feedback into proposals for continuous improvement and the definition of a set of KPIs to measure performance.
The Client Service has a direct impact on brand image, client satisfaction and retention, drive to store/web business, quality and productivity.
He will manage directly a team of people in charge of the Client Service.
MISSIONS
BRAND IMAGE AND MODEL
- Adapt and implement a seamless omnichannel experience for all clients
- Support, maintain and ensure adherence and compliance to brand policies and procedures
ORGANIZATION AND STRUCTURE
- Adapt all processes with an omnichannel approach in collaboration with all the stakeholders and constantly update them accordingly to the brand evolution
- Ensure the technological support
- Ensure the alignment with regional departments
- Supervise and coach the team leaders and Client Service team towards business objectives
SUPPORT TO RETAIL TEAM
- Liaise with stakeholders (Kering, Finance, Legal, etc.) and project lead the smooth and timely connection of new and existing stores’ calls to Client Service team
- Ensure smooth operation of the store calls directed to Client Service calls to support clients’ enquiries in professional and efficient manner
- Successful execution of distant after-sales project to support after-sales requests from retail and e-com clients in general
- Supervise outreach calls’ campaigns by Client Service team for retail stores’ clients to ensure successful conversion
OMNICHANNEL SUPPORT
- Responsible to deploy the client development strategy for e-com and omnichannel clients with strong partnership with WW and EMEA Client Development and e-Commerce teams
- Supervise EMEA Client Service Omnichannel Specialist to handle enquiries for Omnichannel services of e-commerce and retail clients
TEAM
- Recruit, train, develop and motivate the regional Client Service team
- Define monthly/weekly planning and quantitative and qualitative goals for the Client Service team
- Challenge the team to overcome obstacles while keeping the close and motivated
QUALITY, CONTROL AND CONTINUOUS IMPROVEMENT
- Monitor and benchmark constantly the competition and best practices in the industry at regional level
- Detect, identify and manage potential crises
- Ensure quality control of the calls the team are conducting with the support of EMEA Client Service Quality and Assurance Specialist
- Support team to handle escalation cases and liaise with Legal team when needed for advice
PROFILE
- Higher studies +5 (Business School or University)
- 5-7 years’ experience in a similar position (client service context)
- Fluent in English; mastery of another language a plus
- Capacity to execute and deliver quick wins and set mid/long term goals
- Leadership and people management skills
- Outstanding team work skills with multicultural experience
- Passionate about Client Satisfaction and able to motivate and face challenging situations
- Digital minded, curious about new habits and client behaviors
- Experience driving change management that instills focus on customer satisfaction
- Forward thinking, makes things happen / business approach. Seeks out opportunities for change
- Approaches work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations
- Able to think through problem solutions
- Good communication and negotiation skills
- Responsibility for the budget and timeline deliverables
- Analytical skills to clearly translate results into actionable insig
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