Luxury Client Experience Director

15 ore fa


Milano, Lombardia, Italia Prada A tempo pieno
Job Summary

As a Luxury Client Experience Director, you will be responsible for guiding and supporting a team of agents in providing an elevated, luxury experience across different touchpoints including eCommerce, Phone Sales, Client Repairs, and general inquiries.

About the Role

The ideal candidate will have prior client services and managerial experience, with strong motivational and people development skills. They will be passionate about connecting with clients and cultivating personalized relationships, possessing high levels of professionalism, empathy, and interpersonal skills. Excellent verbal and written communication, organizational, multi-tasking, and prioritizing capabilities are essential.

Key Responsibilities
  • Leads by example and fosters an environment that puts the client experience at the center, setting the standard for a high-touch luxury service.
  • Manages and mentors a team of client service agents, preparing and using a holistic set of tools to deliver regular performance coaching conversations.
  • Celebrates successes, addresses challenges, and creates a motivating environment where each agent develops their individual potential and the team balances strengths and weaknesses.
  • Acts as a support to the team while building problem-solving skills, guiding agents towards autonomy, and taking a lead role in administering training for new and seasonal hires.
Requirements
  • Prior client services and managerial experience required.
  • Strong motivational and people development skills.
  • Possess a high level of professionalism, empathy, and interpersonal skills.
  • Excellent verbal and written communication.
  • Strong organizational, multi-tasking, and prioritizing capabilities.
  • Proficiency with computers, client services systems, and reporting, including Excel.

$85,000 - $110,000 per year based on qualifications and location, negotiable.



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