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Director of Client Services

Kering - Regular
NEW YORK - United States of America

A global Luxury group, Kering manages the development of a series of renowned Maison’s in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maison’s to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination.”

We are currently seeking a Director of Client Services Americas, who will report to the Global Omni Channel Client Relation Project Director. You will lead the client services team based at the Kering office in New York City.

Your Opportunity

Lead, co-design, execute and follow-up on the goals of the omnichannel Client Service team in the Americas Region and work with Kering’s luxury brands in continuous improvement.

Within a 360 degree view, cover all activities provided to clients that enhance their perception of our brands’ values and quality of products by acceding to all provided services.

Understand the Kering organization, the Americas markets and clients’ needs. Develop the Kering Client Service team and function in the Americas accordingly, following the corporate model and guidelines.

Lead our team by example by providing empathetic and thoughtful guidance in order to foster an environment for the team to provide the highest level of service to our clients

How you will contribute

BRAND IMAGE AND MODEL

  • Adapt and implement a seamless omnichannel experience ensuring consistency, quality and reactivity for all clients whether in store or web, working in collaboration with Kering Group, HQs and key stakeholders at regional level
  • Support, maintain and ensure adherence and compliance to Kering’s brands’ policies and procedures
  • Set up a client engagement program (prospects and digital exclusives)

ORGANIZATION AND STRUCTURE

  • Continue to evolve the Kering Client Service structure and organization for efficiency and best-in-class service
  • Adapt all processes with an omnichannel approach in collaboration with the Kering Group and all stakeholders
  • Ensure the connection between the Group, HQs and brands
  • Ensure the alignment with regional brands’ departments (HR, Finance, Retail, Client Engagement etc.)

TEAM

  • Recruit, train, motivate and develop the regional Client Service team
  • Lead the team with a close supervision, along with the Team Manager
  • Encourage team cohesion and team spirit using empathy and thoughtfulness in order to yield a highly motivated team dedicated to servicing Kering’s brands and their clients
  • Define quantitative and qualitative goals for the Client Service team with Kering Group
  • Manage, follow and challenge the team to ensure a smooth running of the service. Optimize processes to reach SLA/KPIs (real time monitoring, ready to help the team and take the overflow) and provide excellent Client Experience

Who you are

  • 7+ years of experience in a similar position (client service context) 
  • Advanced education: BA or, BS degree
  • Fluent in English and fluency in another language would be a plus
  • Leadership, empathy and people management skills
  • Good communication, negotiation and interpersonal skills
  • Capacity to execute and deliver quick wins and mid/long term goals
  • Outstanding skills in team-working with multicultural experience (Headquarters – Regions)
  • Passionate about Client Satisfaction and able to motivate and face challenging situations
  • Digital minded, curious about new habits and client behaviors
  • Experience in driving change management that instills focus on client satisfaction by continuously improving services, processes, systems and collaborative capabilities
  • Approach work objectives with a sense of urgency and passion and a dedication to exceed performance expectations
  • Able to think through difficult solutions, excellent problem solving skills
  • Responsibility for development and execution of budget with timeline deliverables
  • Analytical skills with an ability to clearly translate results into actionable insights
  • Full time
  • North America
  • United States of America
Apply

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