Client service manager - luxury retail company | Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社の求人詳細

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更新日 2019-01-18
掲載開始日 2019-01-18

Client service manager - luxury retail company

  • ★★★★ マネージャーレベル
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取扱い会社
人材紹介
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
企業名 会社名非公開
職種
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
カスタマーサービス - その他
業種 高級消費財
勤務地 アジア 日本 東京都

仕事内容 He/She will build and lead a team of Client Service Associates who will be the first line for all contacts from Online and Retail clients. The Japan Client Services Manager and his team will ensure that all types of client queries and requests are resolved quickly, satisfactorily, and to the highest standards of quality and at the same time, delivering a "One Brand" experience that reflects the values of the company.


Description

Client Services

* Lead and supervise the Regional Client Services strategy and processes by driving and enhancing work flows, procedures and policies to deliver a best-in-class Omnichannel customer experience and maximise the business opportunities
* Align with Regional and Global upper management on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performances.
* Develop strong relationship with Ecommerce, Retail and Client Engagement teams to foster client loyalty through cross-functional action plans
* Develop a strong and structured phone sales business reaching the monthly and yearly targets communicated by Top Management
* Design and create project work plans to meet changing needs and requirements identifying resources needed and assigning individual responsibilities
* Enhance the customer experience through the proactive management of the VIP and big spender relationships
* Develop and leverage client engagement through new process and activities that elevate the brand's presence in key markets and support client acquisition and retention
* Generate and review periodic reports on Client Services KPIs and customer buying behavior
* Constantly and proactively identify areas of opportunity to improve performance through investment in new technologies collaborating with vendors and 3rd party partners on all matters of project implementation
・ Manage and monitor the budget
* Proactively manage the production and analysis of local and central performance reporting to identify features, trends and opportunities to improve efficiency, profitability and customer experience

People Management

* Provide coaching and leadership for the team motivating them to deliver the best level of service to our global customers
* Define and set individual team goals, identify the training needs, manage the workforce planning and career path development
* Manage, follow and challenge a team of varying size throughout seasonal fluctuations to ensure a smooth running of the service and the optimization of processes to reach SLA/KPIs
* Inspire the Client Services team providing them insights on tone of voice and leading by example in terms of behavior and knowledge, dynamism and professionalism.
* Monitor performance and influence the client services Team to achieve targets / service levels
* Recognise and reward high performance, ensuring that drivers are understood and shared
* Ensure the highest standards of housekeeping and retail standards within the department
* Actively lead and/or contribute to projects and initiatives as required by the business
* Use management information, observation, assessment and qualitative customer feedback to identify team strengths and opportunities

Training

* Confidently lead and/or participate in Team training sessions, critically evaluating their effectiveness and impact
* Ensure that knowledge, techniques and insight imparted through training is reflected in performance standards and performance management goals
* Ensure that Client Services Associates are included in regular Retail trainings (brand and product) in order to ensure alignment in the information available in various distribution channels


Profile

* A minimum of 8 years leadership experience in a Client Services or Retail / Hospitality environment; experience in the luxury industry is a plus
* Strong business acumen and in-depth knowledge of the desires, needs and expectations of luxury clients across multichannel and multimodal (telephone, live chat, web and email) experience
* Deep knowledge of Omnichannel solutions in a Retail environment, combined with the ability to handle complex business situations and communicate effectively with all levels of the organization
* Demonstrated people management/supervisory and coaching skills with the ability to lead and motivate large team
* Mastering animation techniques: briefings, training, calls monitoring
* Team player and able to build good professional cross-functional relationships with peers and team management in multicultural and fast-paced environment
* Fluent in English and Japanese


Job Offer

You will receive a salary up to 9M JPY + 15% bonus
企業について
(社風など)
Our client is one of the world's most famous luxury companies.
英語能力 ビジネス会話 (TOEIC 735-860)
日本語能力 ネイティヴレベル
年収 日本・円 850万円 〜 900万円   
給与に関する説明 bonus
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