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Client Service Omnichannel Operations



This role is part of the HQ team and will play a key role in developing, personalized and best-in-class service for Moncler’s final clients for all distribution channels. Moreover, they will work closely with the Regional Teams supporting them with a 360° approach in the achievement of targets, both from a qualitative and quantitative point of view.


Main Duties and Responsibilities:

  • Supporting the Regional Client Service teams on the day-to-day activities ensuring a qualitative service in line with client expectations;
  • Monitoring the worldwide Client Service performances ensuring a high-level client service in line with SLA / KPIs objectives
  • Working with the Region to ensure team staffing levels are in line with seasonal fluctuations and based on yearly budget/forecast
  • Managing escalations and complex complaints ensuring swift problem-solving in an efficient and professional manner. Proactively detect, identify and manage potential issues.
  • Providing the business with regular quantitative and qualitative feedback on regional customer service performances
  • Aligning with regional and global management on insights and action plans to improve the service offered
  • Ensuring the implementation in the region of the Client Service projects from a pilot and roll out prospective


Desired Skills and Experience:

·      At least a 3/5-year experience managing a Customer Care or sales team, previous experience in the Fashion & Luxury Industry is a plus

·      Strong business acumen and in-depth knowledge of the desires, client needs, and expectations across multichannel and multimodal (telephone, live chat, web, and email) contact environment.

·      In-depth knowledge or strong passion for fashion and omnichannel solutions

·      Demonstrated ability in managing, motivating, and coaching people. Capacity to delegate while staying on top of execution

·      Ability to achieve results through influence and problem solving, handling difficult and high-pressure situations.

·      Fluency in English, speaking, and writing. Knowledge of another language would be a plus