SAINT LAURENT EMEA Client Service Manager H/F

ROLE

Design with HQ, execute and follow-up with a continuous improvement approach the omnichannel Client Service in EMEA Region following the corporate model and guidelines.

The mission of the EMEA Client Service Manager is any activity provided that enhances the ability of a customer to realize the full potential value of a Saint Laurent product or service, before and after the sale, thereby leading to customer satisfaction and retention.

The EMEA Client Service Manager will directly operate in his region and coordinate all activities across the departments and stores at regional level related to the mission and goals of Client Service.

This will be accomplished through an ability to translate customer insights and feedback into proposals for continuous improvement and the definition of a set of KPIs to measure performance.

The Client Service has a direct impact on brand image, client satisfaction and retention, drive to store/web business, quality and productivity.

He will manage directly a team of people in charge of the Client Service.

MISSIONS

BRAND IMAGE AND MODEL

• Adapt and implement a seamless omnichannel experience for all clients
• Support, maintain and ensure adherence and compliance to brand policies and procedures

ORGANIZATION AND STRUCTURE

• Adapt all processes with an omnichannel approach in collaboration with all the stakeholders and constantly update them accordingly to the brand evolution
• Ensure the technological support
• Ensure the alignment with regional departments
• Supervise and coach the team leaders and Client Service team towards business objectives

SUPPORT TO RETAIL TEAM

• Liaise with stakeholders (Kering, Finance, Legal, etc.) and project lead the smooth and timely connection of new and existing stores’ calls to Client Service team
• Ensure smooth operation of the store calls directed to Client Service calls to support clients’ enquiries in professional and efficient manner
• Successful execution of distant after-sales project to support after-sales requests from retail and e-com clients in general
• Supervise outreach calls’ campaigns by Client Service team for retail stores’ clients to ensure successful conversion

OMNICHANNEL SUPPORT

• Responsible to deploy the client development strategy for e-com and omnichannel clients with strong partnership with WW and EMEA Client Development and e-Commerce teams
• Supervise EMEA Client Service Omnichannel Specialist to handle enquiries for Omnichannel services of e-commerce and retail clients

 TEAM

• Recruit, train, develop and motivate the regional Client Service team
• Define monthly/weekly planning and quantitative and qualitative goals for the Client Service team
• Challenge the team to overcome obstacles while keeping the close and motivated

QUALITY, CONTROL AND CONTINUOUS IMPROVEMENT

• Monitor and benchmark constantly the competition and best practices in the industry at regional level
• Detect, identify and manage potential crises
• Ensure quality control of the calls the team are conducting with the support of EMEA Client Service Quality and Assurance Specialist
• Support team to handle escalation cases and liaise with Legal team when needed for advice

PROFILE

• Higher studies +5 (Business School or University)
• 5-7 years’ experience in a similar position (client service context)
• Fluent in English; mastery of another language a plus
• Capacity to execute and deliver quick wins and set mid/long term goals
• Leadership and people management skills
• Outstanding team work skills with multicultural experience
• Passionate about Client Satisfaction and able to motivate and face challenging situations
• Digital minded, curious about new habits and client behaviors
• Experience driving change management that instills focus on customer satisfaction
• Forward thinking, makes things happen / business approach. Seeks out opportunities for change
• Approaches work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations
• Able to think through problem solutions
• Good communication and negotiation skills
• Responsibility for the budget and timeline deliverables
• Analytical skills to clearly translate results into actionable insights
• Strong technological know-how

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.