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GUCCI Client Service Manager

Gucci - Regular
Tokyo - Japan

仕事内容
Japan Client Services Managerは、Regional Omnichannel Client Serviceエクスペリエンスの主要な立役者として、ブランドイメージ、カスタマー ロイヤリティ、そして戦略的なビジネスゴールの達成を担います。
Brand Ambassadorとして、オンラインおよびリテールのお客さまと第一線で接するClient Service Associatesのチームを構築し、リードします。

【職務内容】
​ワークフロー、手順、ポリシーを推進し、最高のオムニチャネル顧客体験を提供し、ビジネス機会を最大化
​トップマネジメントの見解とアクションプランに沿って、カスタマーサービスのパフォーマンスの定量・定質的なフィードバック提供する
​​EC、リテール、クライアントエンゲージメントの各チームと強固な関係を構築し、クロスファンクショナルなアクションプランを通じて顧客ロイヤリティを強化する
​​トップマネジメントが提示する月次目標および年次目標を達成し、強力かつ体系的なビジネスを展開
​​​変化するニーズや要望に対応するプロジェクトワークプランを立案・策定し実行する
​​VIP や高額購入者との関係を積極的に管理することで、グッチのカスタマーエクスペリエンスを強化
​​顧客の獲得とリテンションを促す新しいプロセスとアクティビティを通じて、顧客とのエンゲージメントを強化
​​顧客サービスのKPIと購買行動に関するレポートを定期的に作成・レビュー
​プロジェクトの実施に関するあらゆる事項について、ベンダーやサードパーティのパートナーと協力して、新しいテクノロジーへの投資によってパフォーマンスを向上可能な分野を継続的かつ積極的に提案
​​予算の管理
​リーダーシップを発揮してチームのモチベーションを高めるコーチングを行う
​​個々のチーム目標を定義・設定し、トレーニングのニーズを特定し、要員計画とキャリアパス展開を管理
​​​​Client Service チームのパフォーマンスを観察し、目標/サービスレベルを達成できるように影響を及ぼす
​​ビジネスに必要なプロジェクトやイニシアチブを積極的にリード/貢献
​​マネジメント情報、観察、評価、定性的な顧客フィードバックを利用して、チームの強みと機会を特定
【対象となる方】
顧客サービスやリテール/ホスピタリティ環境におけるマネジメント・リーダーシップ経験
複雑なビジネス状況への対応力、組織内のあらゆるレベルに奏効するコミュニケーション能力
​​人材マネジメントにおける実績/統括、コーチングのスキル
​​影響力と問題解決能力を発揮して、困難でプレッシャーの高い状況に対処し、結果を達成できる能力
​​論理的思考、効率性重視、そして確かな組織的スキルとタイムマネジメント力を発揮してマルチタスクする能力
​​チームプレーヤーであること。多文化でペースの速い環境において、プロフェッショナルでクロスファンクショナルな関係性を構築しチームをマネジメントする能力
​​英語力(読み書き・基本的なコミュニケーションが取れるレベル)、および日本語力、他言語にも習熟していれば尚可

ROLE MISSION

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 build and lead a team of Client Service Associates 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.

KEY RESPONSABILITIES

Client Services
• Lead and supervise the Regional Client Services strategy and processes by driving and enhancing work flows, procedures and policies to deliver a best-in-class Omnichannel customer experience and maximise the business opportunities
• Align with Regional and Global upper management on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performances.
• Develop strong relationship with Ecommerce, Retail and Client Engagement teams to foster client loyalty through cross-functional action plans
• Develop a strong and structured phone sales business reaching the monthly and yearly targets communicated by Top Management
• Design and create project work plans to meet changing needs and requirements identifying resources needed and assigning individual responsibilities
• Enhance the Gucci customer experience through the proactive management of the VIP and big spender relationships
• Develop and leverage client engagement through new process and activities that elevate the brand's presence in key markets and support client acquisition and retention
• Generate and review periodic reports on Client Services KPIs and customer buying behavior
• Constantly and proactively identify areas of opportunity to improve performance through investment in new technologies collaborating with vendors and 3rd party partners on all matters of project implementation
• Manage and monitor the budget
• Proactively manage the production and analysis of local and central performance reporting to identify features, trends and opportunities to improve efficiency, profitability and customer experience

People Management
• Provide coaching and leadership for the team motivating them to deliver the best level of service to our global customers
• Define and set individual team goals, identify the training needs, manage the workforce planning and career path development
• Manage, follow and challenge a team of varying size throughout seasonal fluctuations to ensure a smooth running of the service and the optimization of processes to reach SLA/KPIs 
• Inspire the Client Services team providing them insights on tone of voice and leading by example in terms of behavior and knowledge, dynamism and professionalism.
• Monitor performance and influence the client services Team to achieve targets / service levels
• Recognise and reward high performance, ensuring that drivers are understood and shared
• Ensure the highest standards of housekeeping and retail standards within the department
• Actively lead and/or contribute to projects and initiatives as required by the business
• Use management information, observation, assessment and qualitative customer feedback to identify team strengths and opportunities

Training
• Confidently lead and/or participate in Team training sessions, critically evaluating their effectiveness and impact
• Ensure that knowledge, techniques and insight imparted through training is reflected in performance standards and performance management goals
• Ensure that Client Services Associates are included in regular Retail trainings (brand and product) in order to ensure alignment in the information available in various distribution channels

KEY REQUIREMENTS
• A minimum of 8 years leadership experience in a Client Services or Retail / Hospitality environment; experience in the luxury industry is a plus
• Strong business acumen and in-depth knowledge of the desires, needs and expectations of luxury clients across multichannel and multimodal (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
• 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
• 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
• Fluent in English and Japanese

  • Full time
  • Asie
  • Japan
Postuler

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