Gucci - Client Services Manager

2 weeks ago

Singapore Groupe Kering Full time
Summary

If you are a Dream-maker, this is the place for you. Together, we'll create the real fabric of Gucci.

A community of people united by the same passion:
breaking new ground in the fashion world and beyond.

The position we're offering is for someone able to let others shine by expressing themselves. Not an ordinary role. You'll have the opportunity to encourage your team towards success by promoting the philosophy and values of the brand.


Reporting to the Regional Digital Business & Client Services Director, South Asia & Pacific, the Client Services Manager will be responsible for the successful management and development of a high performing Client Services team that consistently deliver exceptional service which goes above and beyond client's expectations.


He/She will be also responsible for collaborating with cross functional teams and departments to improve customer support programs, enhance customer satisfaction, increase customer loyalty and further develop the Gucci brand and client services business stream.


Job Description:

Key Accountabilities

Leadership:

  • Take a strategic approach to ensure delivery of exceptional customer experience. Convert strategic goals into defined plans that are shared with and integrated into team plans and targets.
  • Understand regional & local market business needs & clients' behavior to build sales strategy with Regional Digital Business & Client Services Director, to maximize client service center potential to generate sales from distance order, phone order and all social/website chats order.
  • Lead client outreach strategy to create strong connection between brand and clients. Convert sales and KPIs into defined plans, tracking & follow up with team to achieve targets.
  • Manage and execute plans to ensure customer experience, efficiency, service level, process adherence and sales targets are met.
  • Proactively manage the production and analysis of local and central performance reporting to identify features, trends and opportunities to improve efficiency, profitability and customer experience.
  • Monitor performance and influence the client services Team to achieve sales and service quality target
  • Recognise and reward high performance, ensuring that drivers are understood and shared.
  • Defining & providing competitive incentive /commission strategy and plan to retain talent
  • Ensure the highest standards of housekeeping and retail standards within the department.
  • Actively lead and/or contribute to projects and initiatives as required by the business.

Team Management:

  • Coaching and assessing Client Services Associates to deliver a best in class customer experience.
  • Effectively performance manage the Client Services team to identify, address and monitor improvements in their skills and behaviour opportunity areas, but also to inspire them to adopt the same approaches with their team members.
  • Use management information, observation, assessment and qualitative customer feedback to identify team strengths and opportunities.

Training:

  • Work closely with training team to build training plans for client service center, including product knowledge, client service skills, retail & sales knowledge and regular onboarding training.
  • Confidently lead and/or participate in Team training sessions, critically evaluating their effectiveness and impact.
  • Ensure that knowledge, techniques and insights imparted through training is reflected in performance standards and performance management goals.
  • Requirements
  • Minimum 8 years' experience in a Client Service or Retail environment. Retail store experience is a plus.
  • Result driven and data oriented. Ability to achieve results through actual actions and clear KPI tracking.
  • Ability to influence and lead ASM to align on brand direction.
  • Ability to provide solutions to key issues and to multitask under highpressure situations.
  • People management: proven record of successful team leading of a >10 direct reports team.
  • Excellent knowledge of fashion/luxury retail business and understanding of the digital environment and ecommerce operations.
  • Enthusiastic advocate for the Gucci brand, product, seasonal collections and product innovations.
  • A professional attitude to deal with business procedures for both sales and customer service, able to brief, guide and advise team members as required
  • Proactive and able to show initiative and innovative ideas to constantly improve the customer experience and sales performance
  • Fluent in English. Knowledge of a second or a third language is a plus.
Job Type

Regular

Start Date

Schedule

Full time

Organization

Gucci Singapore

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