Client Services Manager Uk, Ireland, South Africa
il y a 2 semaines
POSTE
As a **Client Service Manager**, you will take full ownership on your markets: UK, Ireland, South Africa and the Nordics. You will take ownership to lead and coach a team of 4 Team Managers and 50 Client Advisors to foster the achievement of sales goals and ensure that the highest level of Client experience is delivered. You will be responsible to recruit and build highly motivated teams, develop them to the next level and secure succession plans.
**TEAM MANAGEMENT & DEVELOPMENT**
- Support the team with consistent coaching, identify development and training needs, and partner with the Training team to tailor individual action plans
- Identify, recruit and develop talents, secure succession plans in collaboration with the HR team
- Set individual and team goals; proactively assess and manage performance against expectations
- Manage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managers
**CLIENT **DEVELOPMENT**
- Inspire continuously the team on the Louis Vuitton vision for Client and Client Experience,
- Support the team in building long term client relationships, leveraging the different clienteling tools
- Establish a client-centric mindset to ensure the highest level of client experience and proactively handle client related situations
- Work with regional head offices, provide feedback and qualitative insights based on local knowledge about the market and client needs, leverage expertise and knowledge within the team
- Design and implement action plans to boost business and maximize product performance, leveraging clienteling, training and team animation
**PLANNING AND OPERATIONS**
- Supervise the daily flow of inbound and outbound contacts and scheduling
- Act as a role model providing leadership to the team, displaying sales and commercial skills in a professional and strategic approach
- Manage client complaints, exchanges and enquiries in a timely manner
- Ensure policies, brand standards, and guidelines are communicated and implemented effectively
**BUSINESS VISION AND **GROWTH**
- Lead the business in achieving all objectives, projects, and initiatives (i.e., reporting, sales analysis, product training), by ddefining, implementing and monitoring sales forecasts and targets
- Manage day-to-day analysis of client service, digital & store activities, ensuring high-quality presentations in relation to market trends
- Optimise sales through daily activities utilizing all resources to achieve overall business goals
- Establish and implement action plans in cooperation with partnering teams (clienteling, merchandising, communications) to develop sales for each product category and clientele (web/mobile/CSC/multichannel)
- Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, trainings, team building )
PROFIL
- 5-7 years management experience in a call center or service environment, ideally within the luxury industry
- Fluent English, any native profile with strong experience dealing with UK clientele will be considered a plus.
- Advanced MS Excel & Office suite skills
- Superior coaching and development skills
- Proven ability to communicate and influence across all job levels with both internal and external partners
- Ability to deal with ambiguity easily and provide results-oriented solutions for both service level problems and day to day activities
- Has or is willing to develop a comprehensive knowledge of current Fashion business state and trends, by staying connected to different media channels.
- Excellent analytical and quantitative skills
- Comfortable working in a diverse, multicultural and international environment
- Must be available to work shift patterns (earliest start 8am, latest finish 8pm) and exceptionally on weekends or Bank Holidays
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