EMEA Client Service Manager

Description de l'offre

MISSION
Design with HQ, execute and follow-up with a continuous improvement approach the omnichannel Client Service in EMEA Region following the corporate model and guidelines.

The mission of the EMEA Client Service is any activity provided that enhances the ability of a customer to realize the full potential value of a Saint Laurent product or service, before and after the sale, thereby leading to customer satisfaction and retention.

The EMEA Client Service Manager will directly operate in his/her Region and coordinate all activities across the departments and stores at regional level related to the mission and goals of Client Service.

This will be accomplished through an ability to translate customer insights and feedback into proposals for continuous improvement and the definition of a set of KPIs to measure performance.

The Client Service has a direct impact on brand image, client satisfaction and retention, drive to store/web business, quality and productivity.

He/she will manage directly a team of people in charge of the Client Service.

KEY RESPONSIBILITIES

He/she will be responsible for all the following streams:

BRAND IMAGE AND MODEL

· Adapt and implement a seamless omnichannel experience for all clients
· Support, maintain and ensure adherence and compliance to brand policies and procedures

ORGANIZATION AND STRUCTURE

· Set up the regional Client Service structure and office
· Adapt all processes with an omnichannel approach in collaboration with all the stakeholders and constantly update them accordingly to the brand evolution
· Ensure the technological support
· Ensure the alignment with regional departments

TEAM

· Recruit, train, develop and motivate the regional Client Service team
· Train the team at regional level and co-design a Client Service training manual
· Define payment and incentive scheme
· Define quantitative and qualitative goals for the Client Service team
· Define monthly/weekly planning for the team
· Motivate, animate and lead the team with a close supervision
· Manage, follow and challenge the team

QUALITY, CONTROL AND CONTINUOUS IMPROVEMENT

· Monitor and benchmark constantly the competition and best practices in the industry at regional level
· Manage and monitor the budget
· Detect, identify and manage potential crises
· Ensure quality control
· Define communication flow

Profil recherché

PROFILE

·  Higher studies +5 (Business School or University)
·  3 - 5 years' experience in a similar position (client service context)
·  Fluent in English; mastery of another language a plus
·  Capacity to execute and deliver quick wins and set mid/long term goals
·  Leadership and people management skills
·  Outstanding team work skills with multicultural experience
·  Passionate about Client Satisfaction and able to motivate and face challenging situations
·  Digital minded, curious about new habits and client behaviors
·  Experience driving change management that instills focus on customer satisfaction Forward thinking, makes things happen / business approach. Seeks out opportunities for change
·  Approaches work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations
·  Able to think through problem solutions
·  Good communication and negotiation skills
·  Responsibility for the budget and timeline deliverables
·  Analytical skills to clearly translate results into actionable insights