Client Service Manager 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

Under the Ecommerce Department, reporting to the Head of Client Service, the EMEA Client Service Manager will be heading the EMEA team of Client Service and will be responsible for:
- driving overall business results and sales target

- assuring industry leadership in the quality of the remote client experience

- setting objectives and leading the remote omnichannel clienteling initiatives and results

- 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)

RESPONSIBILITIES

• Lead the execution of 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 Head of client Service on insights and action plans and provide the business with regular quantitative and qualitative feedback on regional customer service performances.
• Partner with key departments within the organization (Retail, IT, consumer management, eCommerce, Insights and Analytics, Client Engagement 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 Prada Group customer experience through the proactive management of the VIP and high value client relationships
• Generate and review periodic reports on customers services KPIs,
• Consistently identify areas of opportunity to improve performance through new technologies
• Proactively detect, identify, and manage potential crisis
• Provide leadership for the team, motivating them to deliver the best level of service to our customers
• Define and set individual objectives in partnership with the managerial team, identify the training needs, manage the workforce planning, and career path development
• Inspire the Client Services team providing them with insights on tone of voice and leading by example in terms of behavior and knowledge, dynamism, and professionalism

KNOWLEDGE & SKILLS

Significant experience in client experience background, at least 10 years with 5 years in similar roles;

Knowledge of Dynamic365 or other CRM System is required;

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.