BALENCIAGA Assistant Omnichannel and Client Service Manager

How you will contribute

Omnichannel Strategy & Operations

• Support the execution and continuous enhancement of the omnichannel strategy across the SEAO region, ensuring alignment with global direction.
• Point of contact for the region’s omnichannel operations, partnering closely with stores, client service hub (Kering Signature), e-commerce partners, and internal stakeholders.
• Drive omnichannel performance and KPIs, identifying opportunities to enhance omnichannel client journey and optimize sales performance.
• Provide operational guidance and resolutions to retail teams on omnichannel processes, order management, and inventory movement.
• Ensure the accuracy of online product presentation by regularly reviewing e-commerce platforms assortment, pricing, imagery, and user interface consistency.
• Lead training initiatives and share best practices with store teams to strengthen omnichannel capabilities and adoption
• Oversee the maintenance and operational integrity of key omnichannel systems and tools including user support, testing, and training coordination.
• Escalate and coordinate resolution of system issues with relevant teams to minimize operational disruption.

Client Services & After-Sales Excellence

• Manage, lead and continuously improve the after-sales service function across SEAO, ensuring a seamless and high-quality client experience.
• Implement regional after-sales strategies in line with global standards and guidelines.
• Partner closely with retail team and Kering Aftersales Team to manage repair processes, quotations, service updates, and client communications.
• Oversee spare parts management and operational workflows to ensure efficient service delivery and turnaround time.
• Support the resolution of client complaints, and service recovery cases, ensuring alignment with brand policies and service standards.
• Monitor product quality standards and execute quality inspections across the region and implement corrective actions
• Monitor and assess local repair vendors in accordance to Kering’s quality standards and compliance requirements

Performance Reporting & Operational Governance

• Track and analyse omnichannel and client service KPIs to support data-driven decision making and performance improvement initiatives
• Prepare regular reports and insights for regional management to support business reviews and strategic planning
• Maintain accurate documentation and operational records to ensure compliance with internal audit and governance requirements
• Support cross-functional projects and regional initiatives related to retail excellence, omnichannel innovation, and client experience enhancement
• Contribute to presentations and internal meetings to share performance insights, operational updates, and best practices

Who you are

• Minimum 5 to 8 years of relevant experience in omnichannel operations, retail excellence, client services, or retail operations within an international luxury or premium retail environment
• Good understanding of Southeast Asia & Oceania retail markets, with hands-on experience supporting omnichannel initiatives and retail service operations
• Strong analytical mindset with the ability to interpret retail KPIs and translate insights into practical actions that support store performance and client experience
• Highly organized and detail-oriented, with the ability to manage multiple projects and stakeholders across different markets
• A proactive team player with strong collaboration skills and the ability to work effectively with retail, e-commerce, operations, and regional teams
• Comfortable working with retail systems, digital tools, and reporting platforms, with an interest in leveraging technology to enhance the client journey
• Strong communication and presentation skills, with confidence in engaging stakeholders across stores and regional teams
• Fluent in written and spoken English

Why work with us?

This is an exciting opportunity to contribute to the Balenciaga philosophy and to become part of a team that offers possibilities to learn and grow.   

Balenciaga is committed to thriving your professional development within the House or in the Kering group. We empower leaders to create, build and sustain high performing teams that excel in execution. We guide every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Diversity Commitment

Balenciaga is committed to fostering a diverse workforce. We believe that diversity in all its forms - gender, age, nationality, culture, disability, sexual orientation… - enriches the workplace and our client experience. As an Equal Opportunity Employer, we welcome all applications and select our talents based on competencies and in alignment with our brand behaviors. Setting people for success is what we live for. It is part of our interview process to discuss with you how to excel in our company.