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Client Service Omnichannel Manager

Moncler is now looking for a WW Omnichannel Client Service Manager to guide the Worldwide Client Service Division. The resource, reporting directly to the WW Omnichannel Director Client Service and After Sales, will play a key role in managing, supporting, developing the Client Service to provide an Omnichannel luxury and personalized experience to the Moncler clients of Retail, E-Commerce and Wholesale channels.

 

Main Duties and Responsibilities:

 

  • Manage, develop and improve the Moncler Omnichannel Client Service strategy, from a reactive and proactive prospective, making sure of a best-in class luxory experience provided to clients, always in line with the clients expectations and the Moncler values
  • Budget & Forecast: define, manage and monitor the WW Client Service budget and forecast making sure of the the regional teams size based on the seasonal fluctuation
  • Sales: define, manage and monitor the achievement of the WW Client Service sales budget
  • Performances: define and monitor the WW Client Service performances ensuring the achievement SLA/KPIs objectives
  • Client Service Porjects: lead, supervisor and ensur the Client Service projects implementation from a Worldwide prospective. Owning the projects roadmap ensuring new channel implementations and tools and flows improvements
  • Company Projects: Work with other Moncler teams and functions to collect information on new projects, share impacts on clients and Client Service Support keeping the Client Service always aligned to the Company evolutions
  • Innovation Incubator: Explore the markets trends, solutions and innovations and collaborates with other internal functions to improve Company processes and services ensuring a Client Service always aligned with the clients expectation and luxury markets evolutions
  • Reporting and Data Strategy: define with the HQ Client Service Team a data strategy, a portfolio of reports and KPIs to drive and improve the Client Service business
  • Service Quality: provide the business with regular quantitative and qualitative feedback on Worldwide Client Service performances with the aim to enhance the client experience

 

Desired Skills and Experience

 

  • At least 5 years experience managing a Customer Care or sales team in a luxury environment
  • 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) 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 the execution
  • Ability to achieve results through influence and problem solving, handling difficult and high-pressure situations.
  • English fluency in speech and writing. Mastery of another language would be a plus