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Assistant Client Services Manager
3 weeks ago
**Role Mission**
Reporting to the Client Services Manager, the Assistant Client Services Manager will be responsible for the successful development of a high performing Client Services team, consistently delivering exceptional service and exceeding our clients’ expectations.
In this position, He/She will ensure the team complete and understand all necessary training and development programs and are confident in their ability to deliver an exceptional service to our clients.
The Assistant Client Services Manager will also be first point of contact with clients to resolve complex cases such as client complaints and concerns.
**Key Accountabilities**
- Recognise talent and select advisors for specific positions/responsibilities
- Deliver training and provide professional development plans
- Follow up and evaluate advisor performance
HR Dept. Job Description - For internal use only Page 2 of 3
- Have a clear understanding of business needs regarding team planning/roster
- Manage and execute plans to ensure customer experience, efficiency, service level, process adherence and sales targets are met
- Monitor performance and influence the Client Services Team to achieve targets / service levels
- Recognise and reward high performance, ensuring that drivers are understood and shared
- Actively lead and/or contribute to projects and initiatives as required by the business
Team Management
- Coach and assess Online Client Advisors 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
- Confidently lead and/or participate in Team training sessions, evaluating their effectiveness and impact
- Ensure that knowledge, techniques and insight imparted through training are reflected in both team and individual performance
**Key Requirements**
- Minimum 5 years’ experience in a Client Services or Retail/Hospitality environment
- Demonstrated leadership and people management/supervisory and coaching skills with the ability to lead and motivate large team
- Very good knowledge of fashion/luxury retail business and good understanding of the digital environment
- Display strong communication, interpersonal and decision-making skills
- Team player with excellent client service skills
- Be well organized and have the ability to converse with people of diverse backgrounds and cultures
- Creative, enthusiastic ambassador for the Gucci brand and products with a drive to succeed
- Methodical, efficient and able to multi-task with solid organizational and time-management skills
- Be fully conversant with Gucci’s retail and digital presence, current advertising and marketing campaigns and new product launches/promotions
- Be fully conversant with business procedures for both Retail Stores and Client Service
HR Dept. Job Description - For internal use only Page 3 of 3
- Be able to brief, guide and advise team members on these and other topics as required
- Fluent in English. Knowledge of a second or a third language is a plus.
