- Oversee the daily operation of the Client Services Centre.
- Drive the business with the Regional (Zone Headquarters) team that serves various South Asia countries, as well as provide best practices to Client Services Centers based locally.
- Monitor daily and monthly service KPI achievements and ensure that necessary remedial actions are carried out promptly.
- Evaluate CSC performance to ensure that the highest level of customer service is always delivered.
- Strategic planning and review to develop scope of services ( extension to new countries/ new languages, mail order etc.)
- Work closely with other business functions ( eCommerce, Retail, Merchandising, Comms, IS&T, HR, Training,) for a smooth running of CSC operation and seamless experience to the Client.
- Partner and support the retail network by providing value added services to achieve business targets.
- Propose and provide commercial and qualitative actions to Management regarding CSC activities.
- Ensure that all complaints are handled professionally and in a timely manner by working closely with retail network and / or relevant countries/departments.
- Evaluate complaint cases and Client feedback regularly, including the handling method and duration, to further improve processes and provide necessary feedback to related departments.
- Ensure all complaint information is properly documented for follow up and traceability.
- Develop managers to ensure their teams deliver the outstanding client experience to every client. Support the with consistent coaching, identify their development and training needs to tailor individual action plans.
- Identify, recruit and develop talents, secure succession plans.
- Translate strategic and business goals into concrete and individual actions and objectives.
- Set achievable yet challenging team and individual targets for the team; assess, monitor and manage performance to ensure these goals are achieved.
- Manage and motivate the team to drive the business: create a positive work environment, empower the team, encourage innovative solutions.
- Lead and develop the business of the CSC, by cultivating a comprehensive and strategic understanding of it and relating to all relevant stakeholders.
- Build a loyal Clientele, leveraging all clienteling tools.
- Establish a Client-centric mindset to ensure the highest level of client experience.
- Be aware of competitive landscape and market trends.
- Understand the Omni-channel client experience across different client touchpoints and design client engagement activities around it.
- Lead by example, understand the Client's needs, identify potential areas of improvement and cultivate a feel for the market trends.
- Provide consistent and qualitative feedback, coach the team on the spot and coach your Managers into coaching their own teams.
- Responsible of sales, budgeting and expense management.
- Diploma or Degree holder in related disciplines.
- Over 5 years' in a client experience role, preferably within the luxury retail industry.
- Previous experience in a call center or client servicing role.
- Experience in exceptional team management, able to motivate and coach team members.
- Excellent planning, organization skills with a drive to meet tight deadlines and budgets.
- Highly motivated, entrepreneurial & ability to adapt well in a dynamic business culture.
- Good command of English, both verbal and written, knowing Mandarin would be a plus.
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Description
Position
We are looking for a Client Services Manager to champion the multi-country teams to achieve the highest level of Client experience and commercial success. He/she is responsible for activities that have a direct impact on Client satisfaction, sales and productivity.
Duties and Responsibilities
Management of Regional Client Services Centre (CSC)
Team Management and Development
Client and Business Development
Role Model on Selling
Financial Control
Profile
Qualification / Skills
