SAINT LAURENT WW Client Service Manager M/W

We are currently seeking a WW and EMEA Client Services Manager who will report to the WW Client Development Director as part of our dynamic Client Team based in Paris.

ROLE:

You will be responsible for the implementation and execution of the global Client Services strategy. The position has a direct impact on the brand image, customer loyalty, business results and development of strategic plans. Saint Laurent’s Client Services being in the intersection of providing an innovative global remote client experience, service to internal stakeholders and in parallel generating distinct revenue streams while elevating the client experience.

AMBITION : 

• Drive the overall global Client Services business, client experience, one-to-one approach and leading the regional Client Services teams
• Set, implement, and monitor dedicated KPI’s to ensure the impact and results generated on a WW and regional scope
• Clear vision and strategy of the Maison’s Client Service ambition and motivating regional Client Service team to reach these ambitions

RESPONSIBILITIES:

OVERALL COMPETENCIES

• Set WW Client Service strategy based on Maison’s business needs to engage e-com and retail clients for improvement on recruitment, retention and upgrading clients through Client Service team
• Lead and supervise the Regional Client Service teams and EMEA team to drive and enhance work flows, procedures and policies to deliver a best-in-class Omnichannel customer experience and maximize the business opportunities
• Set objectives along with the WW Client Development Director and leading the remote omnichannel clienteling initiatives to roll-out to the regions’ Client Service teams
• Working closely with stakeholders to bring forward constant innovation and testing of new approaches and tools to improve productivity and clients’ experience  
• Close collaboration and partnership with WW and Regions’ E-com and Client Development teams to plan clienteling actions (outreach, gifting) to e-com and retail clients to engage them better
• Enhance the Saint Laurent customer experience through the proactive management of the e-com VIC, potential top clients, and high value client relationships
• Set and review periodic reports with Region Client Service teams to track Client Services’ KPIs, service level and inbound/outbounds activities ensuring accuracy, completeness, and integrity of all information
• Supervise and initiate the developments of technology programs and the integrations for SF/Manhattan and other digital interactions tools supported by the Digital Business team and external vendors
• Manage and monitor the Global and EMEA Client Services budget and staff planning in partnership with Finance and regional teams
• Orchestrate, monitor and ensure that the work-flow between the central structure, the regional hubs and internal group stakeholders are consistently led according to strategic priorities and agreed timelines.

SUPPORT TO EMEA RETAIL TEAM

• Supervise and coach the EMEA team leaders and Client Service team towards business objectives and ensuring that clients receive timely, effective and quality support.
• Responsible to manage a team of Client Service team leaders and after-sales, omnichannel and quality and assurance specialists supporting this department.
• 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

 TEAM

• Recruit, train, develop and motivate the EMEA 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 clients’ feedback, complaints cases to ensure smooth, timely and effective handling to meet clients’ expectation, performance targets and service standards.

PROFILE

• You have at least 6/7 years of experience in client-oriented roles, preferably in Client Services, eCommerce or omni-channel positions
• You have a passion for excellence while focusing on achievements and use creativity to reach your goals
• You have been used to working in hyper-growth environments, at global and regional level
• You have excellent communication skills, with the ability to articulate both verbally and in writing 
• Great analytical and organizational skills, driven by projects achievement
• Highly resilient, relentless, and cheerful in the face of adversity
• 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
• Able to think through problem solutions
• Responsibility for the budget and timeline deliverables
• Analytical skills to clearly translate results into actionable insights
• Strong technological know-how
• You are fluent in English and French

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 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.