Saint Laurent Emea Client Service Manager - Paris, France - Groupe Kering

Groupe Kering

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

Summary

ABOUT SAINT LAURENT

Founded in 1961, Yves Saint Laurent was the first fashion house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, synonymous with youth and freedom.

This change represented a crucial first step in the modernisation of fashion and revolutionised the socio-cultural landscape.

In 1999, the luxury division of the Kering Group acquired the house of Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position it at the top of the luxury universe.

Today, the Saint Laurent collections include women's and men's ready-to-wear, shoes, bags, small leather goods, jewellery, scarves, ties and eyewear.

Job Description:

ROLE

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 Manager 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 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 will manage directly a team of people in charge of the Client Service.

MISSIONS

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

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
Supervise and coach the team leaders and Client Service team towards business objectives

SUPPORT TO RETAIL
TEAM

Liaise with stakeholders (Kering, Finance, Legal, etc.) and project lead the smooth and timely connection of new and existing stores' calls to Client Service team
Ensure smooth operation of the store calls directed to Client Service calls to support clients' enquiries in professional and efficient manner
Successful execution of distant aftersales project to support aftersales requests from retail and ecom clients in general
Supervise outreach calls' campaigns by Client Service team for retail stores' clients to ensure successful conversion

OMNICHANNEL SUPPORT

Responsible to deploy the client development strategy for ecom and omnichannel clients with strong partnership with WW and EMEA Client Development and eCommerce teams
Supervise EMEA Client Service Omnichannel Specialist to handle enquiries for Omnichannel services of ecommerce and retail clients

TEAM

Recruit, train, develop and motivate the regional Client Service team
Define monthly/weekly planning and quantitative and qualitative goals for the Client Service team
Challenge the team to overcome obstacles while keeping the close and motivated

QUALITY, CONTROL AND CONTINUOUS IMPROVEMENT

Monitor and benchmark constantly the competition and best practices in the industry at regional level
Detect, identify and manage potential crises
Ensure quality control of the calls the team are conducting with the support of EMEA Client Service Quality and Assurance Specialist
Support team to handle escalation cases and liaise with Legal team when needed for advice

PROFILE

Higher studies +5 (Business School or University)
57 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 insig