Client Service Manager EMEA
2 mesi fa
At Prada Group, we are seeking a highly skilled and experienced Client Service Manager to lead our EMEA team in delivering exceptional customer experiences.
Job Purpose:The successful candidate will be responsible for driving business results, ensuring industry leadership in remote client experience, and setting objectives for omnichannel clienteling initiatives.
Key Responsibilities:- Lead the execution of regional client service departments strategy by driving and enhancing workflows, procedures, and policies.
- Align with Head of Client Service on insights and action plans, providing regular quantitative and qualitative feedback on regional customer service performances.
- Partner with key departments to optimize client management processes.
- Design and create project work plans to meet evolving needs and requirements.
- Enhance the Prada Group customer experience through proactive management of VIP and high-value client relationships.
- Generate and review periodic reports on customer services 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.
The ideal candidate will have significant experience in client experience, at least 10 years, with 5 years in similar roles. Knowledge of Dynamic365 or other CRM System is required. Strong negotiation, leadership, and project management skills are essential.
International experience and strong cultural sensitivity are also required. Fluency in English is a must, and knowledge of other languages is appreciated.
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