We are currently seeking a Client Services Team Manager, who will report to the Head of Client Services Omnichannel Americas based at the Kering office in New York City.

Your Opportunity

The Team Manager will supervise and inspire a dedicated team of Client Advisors to deliver the highest performance through a customer centric attitude. He/she will perform analytical and organizational leader tasks related to the client service team.

How you will contribute

• Lead team by example by providing empathetic and thoughtful guidance in order to foster a positive and professional team environment with trust, integrity and superior performance

• Ensure the motivation of the team and build a strong team spirit within the team

• Conduct regular and monthly performance conversations, discussing results and developing action plans

• Monitor Client Advisor performance and proactively propose action plans to reach daily/weekly/monthly targets to ensure clienteling excellence

• Manage escalated client inquiries and issues when necessary

• Build and maintain close relationships with Kering luxury brand stakeholders

Who you are

• Minimum of 5 years client service and/or retail management

• Minimum of 3 years managing a team

• Desire to work in a fast-paced environment

• Work autonomously and demonstrate a positive and enthusiastic attitude

• Very good coaching skills, with excellent sales performance and customer service standards

• Strong knowledge of the luxury industry

• Make quick and thoughtful decisions when needed

• Ability to analyze and report on areas of responsibility

• Team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment

• Flexible and ready to work on weekends and holidays

• Technical Skills:

  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) is required with an emphasis on advanced Excel skills; familiarity with GSuite a plus

  • Experience with contact center technologies ecosystems; inContact, Five-9s, Genesys, Avaya, SalesForce/ServiceCloud, or equivalent systems

  • Must possess strong computer aptitude

Why work with us?

This is a fantastic opportunity to join a dynamic team and actively contribute to the ongoing success and growth at Kering. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.