Reporting to the Head of Global Client Services, the Japan Client Services Manager will be the major actor of the Regional Omnichannel Client Service experience with a direct impact on the brand image, customer loyalty and strategic business goals.
Acting as a Brand Ambassadors, He / She will lead a team of Client Advisors who will be the first line for all contacts from Online and Retail clients.
The Japan Client Services Manager and his team will ensure that all types of client queries and requests are resolved quickly, satisfactorily, and to the highest standards of quality and at the same time, delivering a One Brand experience that reflects the values of the company.
Through an effective management and cross-functional communication and an understanding of both Online and Retail clients, He / She will ensure the successful implementation of internal and external policies and procedures in line with the highest Gucci customer service standards established both at Regional and WW levels.
This leader will empower the team creating a learning work environment that puts customers at the center of business and that delivers a positive and memorable experiences for every client.
He / She will identify new opportunities for creating increasingly personalized services and ultimately bring new revenue for the Company.
A minimum of 5 years leadership experience in a Client Services or Retail / Hospitality environment; experience in the luxury industry or fashion industry is a plus
Experience in Digital CRM / eCommerce Clienteling (automated and one-to-one top tiers) a strong plus
Strong business acumen and in-depth knowledge of the desires, needs and expectations of luxury clients across multichannel (telephone, live chat, web and email) experience
Deep knowledge of Omnichannel solutions in a Retail environment, combined with the ability to handle complex business situations and communicate effectively with all levels of the organization
Demonstrated people management / supervisory and coaching skills with the ability to lead and motivate large team, managing team to reach incentives targets.
Mastering animation techniques : briefings, training, calls monitoring
Proficient user of customer service IT (Salesforce and Odigo) and web based systems and strong proficiency in Excel, PowerPoint, Word with experience in modelling, analysis, research, and creating presentations
A professional attitude to create competitive advantage through an integrated and engaging omnichannel interactions with exclusive clientele
Ability to achieve results through influence and problem solving handling difficult and high pressure situations in a matrix environment (Global & Regional, various sales channels)
Creative, enthusiastic with a drive to succeed
Methodical, efficient and able to multi-task with solid organizational and time-management skills
Pro-active and able to show initiative and innovative ideas to constantly improve the global customer experience
Team player and able to build good professional cross-functional relationships with peers and team management in multicultural and fast-paced environment
Japanese native and fluent in English
KERING JAPAN LIMITED