Global Client Experience Director EMEA
2 settimane fa
The Prada Group, a leading luxury fashion brand, is seeking an experienced Global Client Experience Director to lead the EMEA team in delivering exceptional client service.
About Us
Founded in 1913, we are built on a tradition of excellence and innovation. Our iconic brands include PRADA, Miu Miu, Church's, Car Shoe, and Pasticceria Marchesi. We operate in over 45 countries, with employees from more than 100 nationalities.
Job Purpose
As the EMEA Client Service Manager, you will be responsible for driving business results and sales targets. You will ensure industry leadership in remote client experience quality and establish clear, comprehensive Voice of Client monitoring.
Key Responsibilities
- Lead the execution of regional client service departments' strategy by enhancing workflows, procedures, and policies to deliver best-in-class omnichannel customer experience.
- 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, identifying resources and assigning individual responsibilities.
- Enhance the Prada Group customer experience through 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.
Requirements
- At least 10 years of experience in client experience background, with 5 years in similar roles.
- Knowledge of Dynamic365 or other CRM System.
- 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.
Salary Range: €80,000 - €120,000 per year
This role offers a competitive salary package, including a base salary range of €80,000 - €120,000 per year, depending on experience. The successful candidate will also have opportunities for career growth and professional development within the company.
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