OMNICHANNEL SERVICES PROJECT MANAGER (H/F)

Description de l'offre

As Omnichannel services project manager, your main job objective will be to:
· Oversee the implementation and activity of the Client Service , Worldwide
· Manage the implementation of omnichannel services within our retail network such as Click and collect, return in store…
You will be tasked with the following missions:
· From the concept to the execution : you will be responsible of all the streams that are launched in order to implement the Client Services for Balenciaga:
· Input and maintain the Balenciaga knowledge base
· Review and align the activity plan including communication media (website / emails / social media)
· Organise the training programs
· Follow-up on people recruitment for the call center
· Preparation of offices layout and design
· Prepare all the operations guidelines WW
· Participate proactively in the group's development of back office tools
· From the Brand to Client Services,
· Provide the information needed for the project i.e. align the service on brand values, retail process and retail & Ecom strategy.
· Support the client service in the correct use of all Balenciaga tools and information
· Implement Balenciaga clienteling strategy within the Client Service
· From the client services to the brand
· Share updates on Client Service project and suggest new solutions to facilitate the monitoring and management of the Client Service
· Monitor quantitative and qualitative feedbacks from clients
· Within the brand:
· Track the Client Service activity and measure the impact on sales for Balenciaga
· Promote the partnership between client services and all other departments and with all the regions, especially retail excellence, training, clienteling, stores, merchandising, PR,…
· From client service to a full integrated client experience
· Work cross functionally with ecommerce to ensure that all omnichannel initiatives and pilots are implemented and follow up KPI's. Be the retail coordinator WW for all omnichannel projects, manage scheduling and deployment to stores.

Profil recherché

Qualifications :

Previous experience in Client service or Omnichannel (3 years)
Excellent ability to work across multiple teams with the ability to lead project
Passionate about Client satisfaction
Performance and solution driven
Strong analytical skills, multitasking
Enthusiast, able to motivate, to face challenging situations
Previous experience in a luxury Brand
Digital minded, curious about new habits and client's behaviors
Languages : English and French