Client Service Team Leader EMEA

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
 

JOB PURPOSE

The Client Services team leader is responsible to guide and support a team of agents in providing an elevated, luxury experience across different touchpoints including eCommerce, Phone Sales, Client Repairs, and general inquiries.  Objectives include managing and coaching the team for performance, guiding the team to achieve SLA’s, and training.  The role supports the Prada, Miu Miu and Church’s brands of Prada Group across the EMEA area.

RESPONSIBILITIES

• Leads by example and fosters an environment which puts the client experience at the center and sets the standard for a high touch luxury service
• Manages and mentors a team of client service agents including
• Prepares and uses a holistic set of tools including reporting, quality monitoring (call listening etc), and client feedback to delivery regular performance coaching conversations
• Creates team understanding and motivation to exceed KPI for quality and productivity
• Guides each agent to develop their individual potential and organizes the team to balance strengths/weaknesses across the group
• Acts as a support to the team while also building problem solving skills and guiding agents towards autonomy
• Takes a lead role in administering training for new and seasonal hires, ongoing training and refreshers for policy/procedures, soft skills (selling, de-escalation, problem solving), client development or agent development as needed
• Assists in developing and executing strategies that drive client retention and engagement
• Assists and equips the Client Services team with support to provide clients with resolution for all pre/post sale inquires including delivery, returns, repairs, and refunds
• Works to resolve all escalated issues quickly and in a professional matter
• Acts as a lead contact with store operations team in supporting client queries, including complaints, and requests for post-sale assistance
• At times of high contact volume provides direct client support through phone, email, live chat, social network, and SMS

KNOWLEDGE AND SKILLS

Prior Client Services and managerial experience required; strong motivational and people development skills

Passion to connect with clients and cultivate personalized relationships

High level of professionalism, empathy and interpersonal skills

Excellent verbal and written communication

Strong organizational, multi-tasking and prioritizing capabilities.

Proficiency with computers, client services systems and reporting including xls