Prada EMEA Client Service Manager
1 mese fa
Job Purpose: We are seeking a highly experienced Client Service Manager to lead our EMEA team and drive overall business results and sales targets. The successful candidate will be responsible for assuring industry leadership in the quality of the remote client experience, setting objectives and leading the remote omnichannel clienteling initiatives and results, and establishing a clear, comprehensive, and insightful Voice of Client monitoring through the complete ecosystem of tools and inputs.
Responsibilities:
- Lead the execution of Regional Client Service departments strategy by driving and enhancing workflows, procedures, and policies to deliver a best-in-class Omnichannel customer experience and maximize business opportunities.
- Align with Head of Client Service on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performances.
- Partner with key departments within the organization to optimize client management processes.
- Design and create project work plans to meet evolving needs and requirements, identifying resources and assigning individual responsibilities.
- Enhance the Prada Group customer experience through the proactive management of VIP and high-value client relationships.
- Generate and review periodic reports on customer service KPIs.
- Consistently identify areas of opportunity to improve performance through new technologies.
- Proactively detect, identify, and manage potential crises.
- Provide leadership for the team, motivating them to deliver the best level of service to our customers.
- Define and set individual objectives in partnership with the managerial team, identify training needs, manage workforce planning, and career path development.
- Inspire the Client Services team by providing insights on tone of voice and leading by example in terms of behavior, knowledge, dynamism, and professionalism.
Requirements:
- Significant experience in client experience background, at least 10 years with 5 years in similar roles.
- Knowledge of Dynamic365 or other CRM systems is required.
- Strong proven leadership skills, managing and developing teams, directly and indirectly.
- Project Management skills, including strong planning and execution skills.
- International experience and strong cultural sensitivity.
- Fluency in English.
- Knowledge of other languages is appreciated.
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