Global Client Service Manager

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

Reporting to Miu Miu E-Commerce Manager, the Miu Miu Global Client Service Manager will be heading the Miu Miu Global Client Service team and will be responsible for:

• driving overall business results
• assuring industry leadership in the quality of the remote client experience
• setting objectives and leading the remote omnichannel clientelling initiatives and results
• identify areas of enhancement for all related systems and tools, collaborating with other CS teams of the company to define the CS roadmap
• establishing a clear, comprehensive, and insightful Voice of Client monitoring through the complete ecosystem of tools and inputs (NPS e-comm and phone, Dyn 365 qualitative and quantitative data, surveys etc)

Through effective leadership of the central client service teams and a highly effective cross-department communication and collaboration, the Miu Miu Global Client Services Manager will ensure the successful implementation of agreed upon action plans, implementation of long-term strategy and roadmap and operational excellence across the board.

The Miu Miu Global Client Services Manager’s role is instrumental in articulating the overall CS strategy, aligning internal stakeholders behind it and overall positioning of CS.

Responsibilities       

• Lead the execution of Global and Regional Client Service departments strategy by driving and enhancing workflows, procedures, and policies to deliver a best-in-class Omnichannel customer experience and maximize the business opportunities
• Align with regional and global management on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performance
• Partner with key departments within the organization (Retail, IT, CRM, E-Commerce, Insights and Analytics, Client Engagement, Training, Digital Merchandising, Finance….) to optimize client management processes
• Design and create project work plans to meet evolving needs and requirements, identifying resources and assigning individual responsibilities
• Enhance the MiuMiu customer experience through the proactive management of the VIC and high value client relationships
• Generate and review periodic reports on customers services KPIs
• Identify areas of opportunity to improve performance through new technologies
• Detect, identify, and manage proactively potential crisis
• In partnership with the eCommerce and Retail Departments, research and recommend innovative and, where possible, automated approaches to support business growth
• Inspire the Client Services teams providing them with insights on tone of voice and leading by example in terms of behavior and knowledge, dynamism, and professionalism
• Develop and leverage client engagement through new process and activities that elevate the brand's presence in key markets and support client acquisition and retention
• Generate and review periodic reports on customers services KPIs, customer buying behavior and order to cash cycle ensuring timely maintenance, accuracy, completeness, and integrity of all information
• Consistently identify areas of opportunity to improve performance
• Manage and monitor the Miu Miu Global Client Services budget and staff planning
• Orchestrate, monitor, and ensure that the workflow between the central structure, the regional hubs and internal group stakeholders are consistently led according to strategic priorities and agreed timelines
• Provide leadership for the team, motivating them to deliver the best level of service to our Miu Miu customers globally
• Define and set individual objectives in partnership with the managerial team, identify the training needs, manage the workforce planning, and career path development
• Manage, follow, and challenge a team of varying size throughout seasonal fluctuations to ensure a smooth running of the service and the optimization of processes to reach SLA/KPIs
• Supervise and improve antifraud processes, activities and payment performances

Knowledge and Skills

Significant experience in client experience background, at least 8 years with 5 years in similar roles

Strong business acumen and in-depth knowledge of the desires, needs and expectations of luxury clients in a multimodal (telephone, live chat, web and email) contact environment

In-depth knowledge or strong passion for fashion and luxury

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

Knowledge of Dynamic365 or other CRM System is required

Knowledge of digital payment landscape and architecture, including payment gateways, fraud prevention, and transaction management

Strong negotiation skills

Strong proven leadership skills, managing and developing teams, directly and indirectly

Project Management skills, including strong planning and execution skills

International experience and strong cultural sensitivity

Fluency in English

Knowledge of other languages is appreciated