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GUCCI Client Service Team Manager

Gucci - Regular
Jersey City - United States of America

Role Mission The Client Services Team Manager is an integral role within the Client Services division to establish a motivated and engaged service-oriented sales force that takes pride in personalizing the Gucci customer’s experience and exceeding expectations at every point of contact. Lead the Customer Service Center to provide full-service support for Gucci.com USA and Canada purchase orders and phone orders, managing the execution of marketing outreach campaigns and supporting stores as the first point of contact. The Customer Service Center Manager oversees all aspects of the call center’s daily operations. S/he is responsible for ensuring that the team is well trained in both product knowledge and clientele practices. This individual will manage relationships for any outside call or credit verification centers. Reporting to the Client Services Director, this key Manager will actively participate in both crafting and implementing sales and operational strategies. S/he will add value through strong leadership/motivation and through the recommendation of process improvements and tools, to ensure that best business practices are achieved. This candidate will possess the ability to report on and to interpret, relevant sales analytics.

Key Accountabilities

Call Center Performance Management

•    Instill Gucci core brand values in all team members alongside an ethos of achieving sales through great service.

•    Take responsibility for the day-to-day running of the Client Services Center ensuring service levels are met, complaints resolved properly and positively and sales targets are achieved.

•    Resolve all escalated complaints, turning negative scenarios into a positive outcome.

•    Motivate associates to take ownership for customer cases and provide a rounded service experience and have the confidence to resolve issues without the need to escalate for assistance.

•    Initiate a proactive and sales oriented approach within the team, going the extra mile to prevent order cancellations, being confident to sell any product, recognizing and acting on every opportunity to turn a phone inquiry into an order.

•    Continually look to build client base on all spend levels

•    Impart product knowledge and heritage value to sales team and to clients

•    Lead the recruitment process for full-time and temporary hires. Take responsibility for all new hires and conduct probationary reviews. Monitor, coach and mentor associates to retain and advance to higher levels.

•    Ensure call center efficiency by monitoring reporting on Key Performance indicators. Set standards of performance leveraging Key Performance metrics

•    Ensure performance visibility by providing regular updates on sales results and performance to upper management, including call and email data, outsource information, preorders, etc.

•    Forecast contact volumes and resource requirements

•    Select, train and manage third party call center support

•    Act as primary liaison for the warehouse, ensuring timely order processing, and communicating relevant updates on product, expected order volume, etc.

•    Manage preorders, special orders and charge sends through collaboration with buyers and physical store managers

•    Support the implementation of new working processes and technology enhancements, acting as a business ambassador to ensure positive reception by the team.

•    Manage cross-functional partnerships with operations, stores, warehouse, technology, merchandising, marketing, teams to deliver optimal results

•    Ensure optimal credit card verification with team and outside vendors.

•    Serve as an example of best practices and provide training ground for new Gucci regions, as well as other Kering luxury brands

•    Assist with QA for site launches/refresh

Inbound Communication

•    Ensure associates are trained to answer questions about Gucci Products and the company’s purchase policies

•    Develop team of senior selling associates proficient in advising clients on Gucci styling and wardrobe.

•    Ensure all associates are well versed in all tools and policies to answer post sales questions (e.g. order status, shipment status, returns)

•    Manage email, phone and click-to-chat lines of communication. Stay abreast of industry standards particularly in the luxury sector.

Outbound Communication

•    Build Elite/VIP sales through client development and establishing personal relationships

•    Lead the clienteling team to execute campaigns

•    Follow-up on Gucci.com orders (changes in status, back-orders, etc.)

•    Inform new product arrivals, programs, events

Other Communication Activities

•    Respond to client surveys and feedback. Relay to appropriate teams.

•    Review potential fraud transactions and digital sales operations

•    Manage inbound email queries and outbound email campaigns

•    Relay After Sales Care and Customer Care inquiries to appropriate resources

•    Partner with worldwide teams to develop best-in-class processes

Job Requirements

•    Deep understanding of the luxury customer, their needs and expectations.

•    A focus on quality and extensive passion for and knowledge of our products.

•    Confident to resolve customer complaints and handle escalated enquiries effectively.

•    An excellent, collaborative approach to teamwork and flexible working style.

•    Excellent interpersonal and communication skills

•    A demonstrable and sustainable high level of energy and enthusiasm

•    Confidence to challenge the norm and suggest innovative service and sales initiatives

•    Proven ability to effectively delegate, follow up and communicate with all levels of the organization

•    Demonstrates ability to manage complex and competing priorities with time management and organizational skills

•    Demonstrates ability to assess talent, coach, develop and manage performance

•    Demonstrates business acumen with strong strategic and analytical skills

•    Previous customer service and sales experience, ideally in luxury, fashion and / or ecommerce

•    Previous high volume management experience preferred

CORE COMPETENCIES

•    Ability to manage a diverse department and skill set

•    Comfortable across a range of systems and software (Oracle, Java and Stock Inventory systems)

•    Able to handle wide fluctuations in business environment and volumes

EOE M/D/F/V

  • Full time
  • Nord America
  • United States of America
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