GLOBAL CLIENT SERVICES MANAGER (F/H)

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Company: Celine
Category: Food Preparation and Serving Related Occupations
Published on 2021-07-28 07:13:55

Position

KEY MISSIONS

REPORTING TO THE GLOBAL CRM AND OMNICHANNEL TRANSFORMATION DIRECTOR, THE GLOBAL CLIENT SERVICES MANAGER WILL OVERSEE THE STRATEGY, THE DEVELOPMENT, AND THE PERFORMANCE MANAGEMENT OF CELINE CLIENT SERVICES ACROSS THE WORLD: PARIS, NEW-YORK, TOKYO, AND SHANGHAI. HE / SHE WILL BE ALSO IN CHARGE OF EXPANDING OUR CURRENT NETWORK TO ACCOMPANY THE MAISON’S DEVELOPMENT, BUT ALSO THE OPENING OF NEW CENTERS IN NEW TERRITORIES (ASIA PACIFIC AT LEAST). 

OVERSEEING THE DEVELOPMENT OF THE CLIENT SERVICES, HE / SHE WILL BE STRONGLY INVOLVED IN THE STRATEGIC PLAN OF THE OMNICHANNEL DEPARTMENT WITH THE OBJECTIVE TO OFFER A HIGH-END AND SEAMLESS EXPERIENCE TO ALL OUR CLIENTS WHEREVER THEY ARE IN TOUCH WITH OUR MAISON.

WITH A STRONG CONNECTION WITH “BUSINESS TEAMS” (E-COMMERCE, RETAIL, OPERATIONS), HE/SHE WILL HAVE TO LEVERAGE ITS STRONG UNDERSTANDING OF THE INDUSTRY TO PROPOSE THE RELEVANT ACTION PLANS.

  • RESPONSIBLE OF THE QUALITY OF SERVICE TO ENSURE A HIGH-END EXPERIENCE TO ALL OUR CLIENTS
  • RESPONSIBLE FOR ACHIEVING CUSTOMER SERVICE KEY PERFORMANCE INDICATORS (KPIS), SALES TARGETS & OBJECTIVES
  • CONSTANTLY DEVELOPING AND IMPLEMENTING INITIATIVES WHICH FURTHER OPTIMIZE BUSINESS PERFORMANCE AND CLIENT SATISFACTION FOR THE CSC (SUPPORTING ECOMMERCE AND RETAIL) BY REVIEWING AND ANALYZING KEY INDICATORS ON AN ONGOING BASIS (WEEKLY, MONTHLY, AND QUARTERLY REPORTS OR BUSINESS REVIEWS) STANDARDIZING EACH CENTER REPORTINGCHALLENGING EACH CENTER PERFORMANCEPROPOSING RELEVANT ACTION PLAN
  • DEFINE THE EVOLUTION ROADMAP FOR THE CLIENT SERVICES, IN CLOSE COLLABORATION WITH THE OTHER TEAMS (CLIENTELING, E-COMMERCE, RETAIL, OPERATIONS, TRAINING, IS) NEW SERVICES TO BE OFFERED TO CLIENTSNEW COMMUNICATION CHANNELS (INBOUND OR OUTBOUND)NEW TOOLS TO IMPROVE CLIENT ADVISOR PERFORMANCE (SLA AND SALES)INTERNALIZATION OF SPECIFIC ACTIVITIES (FRAUD, OPERATIONS)OPENING OF NEW CENTERS
  • SUPPORT AND DRIVE A CULTURE OF BUSINESS EXCELLENCE IN ALL CLIENT SERVICES
  • RESPONSIBLE FOR P&L OF THE CLIENT SERVICES CENTERS ACROSS THE WORLD AND MAKE OUR CSC PROFIT CENTERS BY DEVELOPING THE TOOLS NEEDEDBY PUSHING INITIATIVES TO DEVELOP CSC CLIENT PORTFOLIOSBY IMPLEMENTING THE RIGHT CLIENTELING PROGRAM AND INCENTIVES
  • MONITOR THE QUALITY OF SERVICE AND IMPLEMENT RELEVANT ACTION PLAN ENSURE HIGHEST STANDARDS OF CUSTOMER CARE IS DELIVERED & MAINTAINED IN ALL ASPECTSMANAGE CLIENT ESCALATIONS AND PROVIDE CREATIVE SOLUTIONS FOR ENHANCED CLIENT EXPERIENCE.DRIVE INNOVATION ACROSS CSC IN ORDER FOR US TO CONTINUOUSLY EXCEED CLIENT EXPECTATIONS AND CREATE A WORLD CLASS TEAMHAVE AN IN-DEPTH APPRECIATION AND UNDERSTANDING OF HOW TO INTERACT WITH CLIENTS ACROSS DIVERSE LANGUAGES & CULTURES
  • BUILD THE BEST TEAMS ACROSS THE WORLD AND DEVELOP A CSC COMMUNITY OVERSEE & SUPPORT WITH ALL RECRUITMENT INITIATIVES FOR THE CSC THUS ENSURING THAT WE ATTRACT & RETAIN THE BEST CALIBER INDIVIDUALS WITHIN THE MARKETPLACEIN COLLABORATION WITH THE HR TEAM, ENSURE THAT THE SERVICE CENTER HAS THE CORRECT LEVEL OF STAFFINGIMPLEMENT RETENTION INITIATIVES AND COLLABORATE WITH THE HR TEAM TO PROVIDE INTERNAL DEVELOPMENTAL OPPORTUNITIES FOR OUR TOP PERFORMERS AS WELL AS MANAGING CSC BONUS PLANIDENTIFY INDIVIDUAL AND TEAM TRAINING NEEDS (IN COLLABORATION WITH THE TRAINING MANAGERS)BUILD AND ENSURE A CULTURE OF DIVERSITY AND INCLUSION WITHIN THE CSC

  • Profile

  • STRONG UNIVERSITY DEGREE
  • > 10 YEARS OF EXPERIENCE, WITH A STRONG BACKGROUND IN THE FASHION INDUSTRY
  • LEADERSHIP OR MANAGEMENT EXPERIENCE, PREFERABLY GAINED IN CUSTOMER SERVICE SETTING
  • EXPERIENCE OF WORKING WITHIN AN IN-HOUSE CALL CENTER ENVIRONMENT WHICH SUPPORTS A MULTI-CHANNEL & MULTI-PRODUCT ORGANIZATION
  • GOOD UNDERSTANDING OF THE OMNICHANNEL ECOSYSTEM
  • STRONG LEADERSHIP SKILLS WITH THE ABILITY TO MOTIVATE & ENGAGE A LARGE & DIVERSE TEAM
  • EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
  • STRONG PROBLEM-SOLVING SKILLS AS WELL AS PROJECT MANAGEMENT SKILLS
  • TARGET & RESULT ORIENTATED
  • A NATURAL FLARE FOR DELIVERING WORLD CLASS CUSTOMER SERVICES
  • FLUENT IN ENGLISH (WRITTEN & SPOKEN)
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