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Posting Date: 

POSITION:  Digital Customer Service Team Leader

COUNTRY:  JP
CITY:  Tokyo
ID:  8445


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 Manager is responsible for managing all aspects of (Japan) Client Services activities, for all Prada Group brands.  The focus of the role is to provide best in class service to all our external and internal clients, representative of Prada Group’s luxury brand standards.

The CS Manger plays a key role at the center of our Digital activities, which is a rapidly growing business and a key focus area for our company.  Objectives include managing and coaching the team for performance, guiding the team to achieve SLA’s, and ensuring an elevated experience for our clients with regards to eCommerce, Phone Sales, Client Repairs, and general inquiries.  The Client Service Manager also partners cross functionally with Retail and Store Operations, Repair Lab, Retail Merchandising, both at the local and headquarters levels.

 

RESPONSIBILITIES

 

CLIENT SERVICE

  • Manages internal and external CS team coaching for performance, excellence in client experience, ongoing training and ensuring implementation of Prada Group’s policies
  • Develops and implements on the floor and offline training frameworks to expand and nurture team skillset and capabilities, focusing on both clienteling and servicing
  • Ensures high level of team motivation, accountability and retention
  • Develops and structures Client Service reporting to monitor KPI’s and SLA’s, and to look for opportunities to improve services, processes and organization
  • Partners with management to plan staffing needs, balance internal/external headcount and costs
  • Manages relationship with external agency including ensuring staffing requirements are met
  • Partners with Store Operations in supporting and directing Stores in the management of customer queries, including complaints, requests for post-sale assistance, availability and other merchandising requests.
  • Proposes recommendations to improve procedures and systems, based on results and customers feedback

 

E-COMMERCE

  • Coordinates and monitors E-Commerce activities performed by CS team, ensuring that they correctly and address customers inquiries in accordance with our internal SLA’s
  • Oversees Client Service handling of E-Commerce related activities including: fraud screening, order approval and processing; response to customers’ queries before, during and after the placement of online orders; phone sales, supporting order delivery; management and monitoring of settlement, payments and chargebacks (in partnership with headquarters CS)
  • Supports testing of new front and back end systems and tests order placement

 

KNOWLEDGE AND SKILLS

 

Prior Client Service and /or Phone Sales/Call Center in business context with high complexity / volumes required

High level of professionalism and discretion

High level of empathy and interpersonal skills

Excellent verbal and written communication skills

Strong organizational skills, multi-tasking and prioritizing capabilities.

Occasional travel may be required