Miu Miu Global Client Experience Director

4 giorni fa


Italia Miu Miu A tempo pieno

Miu Miu is seeking a highly experienced and skilled professional to lead its Global Client Service team as the Miu Miu Global Client Experience Director. This role is instrumental in articulating the overall CS strategy, aligning internal stakeholders behind it and overall positioning of CS.

About the Role

As a senior leader, you will be responsible for driving overall business results, assuring industry leadership in the quality of the remote client experience, and setting objectives and leading the remote omnichannel clientelling initiatives and results.

You will identify areas of enhancement for all related systems and tools, collaborating with other CS teams of the company to define the CS roadmap. Establishing a clear, comprehensive, and insightful Voice of Client monitoring through the complete ecosystem of tools and inputs (NPS e-comm and phone, Dyn 365 qualitative and quantitative data, surveys etc) is also a key responsibility.

The Miu Miu Global Client Services Manager's role is crucial in ensuring the successful implementation of agreed upon action plans, implementation of long-term strategy and roadmap, and operational excellence across the board.

Responsibilities
  • Lead the execution of Global and Regional Client Service departments strategy by driving and enhancing workflows, procedures, and policies to deliver a best-in-class Omnichannel customer experience and maximize the business opportunities.
  • Align with regional and global management on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performance.
  • Partner with key departments within the organization (Retail, IT, CRM, E-Commerce, Insights and Analytics, Client Engagement, Training, Digital Merchandising, Finance) to optimize client management processes.
Requirements

To succeed in this role, you will need significant experience in client experience background, at least 8 years with 5 years in similar roles. You should have strong business acumen and in-depth knowledge of the desires, needs, and expectations of luxury clients in a multimodal (telephone, live chat, web, and email) contact environment.

In-depth knowledge or strong passion for fashion and luxury is essential. Ability to achieve results through influence and problem-solving, handling difficult and high-pressure situations is required. Knowledge of Dynamic365 or other CRM System is necessary.

A salary of around $120,000 per year is expected for this position, taking into account the location and industry standards.



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