Client Concierge Manager

Posizione

JOB TITLE: Client Concierge Manager

COMPANY: Bulgari Japan G.K.

LOCATION: Ginza Tower Office, Tokyo

Responsabilità del ruolo

Job Summary:

The Client Concierge Manager is responsible for delivering exceptional client experiences. This role ensures seamless cross-functional support and communication for all boutiques and networks, implementing the client service strategy, and establishing Bulgari's Client Concierge as a premier hub for building client relationships.

 

Key Responsibilities:

1. Client Concierge Management: Lead the Bulgari Client Concierge team to deliver the brand's value, ensure service quality, manage daily KPIs, oversee phone sales, handle client relationship management and complaints, and maintain Bulgari's brand image.
2. Project Management: Manage the rollout of global projects related to Retail, eCommerce, and other channels as the key contact for the Client Concierge, overseeing project timelines, budgets, and resources.
3. Quality Assurance & Training: Ensure Client Concierge quality assurance and plan Client Concierge training strategies, collaborating with L&D and sales trainers to develop and implement training programs, and act as a liaison between headquarters and local teams.
4. Client Experience Improvement: Continuously assess and seek opportunities for improvement in client experiences, provide targeted training, and provide regular feedback on client inquiry trends.
5. Reporting & Analysis: Responsible for reporting and issue analysis regarding inquiry trends and KPIs, as well as risk management of resources and complaint handling.
6. Budget Management: Forecast and plan the annual budget for all operational costs related to the Client Concierge, ensuring efficient resource use.
7. Brand Culture Promotion: Promote brand culture within the Client Concierge to strengthen the bond between online and offline client experiences.
8. KPI Management: Manage and monitor the achievement of all KPIs in the Client Concierge, ensuring alignment with global standards and setting local KPIs.
9. Distance Sales Target Achievement: Strategically plan and exceed phone sales targets, develop and implement action plans, monitor sales performance, and collaborate with the team to identify best practices.

Profilo

Required Competencies:

• Client-centric mindset with a passion for delivering exceptional service.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and negotiation skills.
• Problem-solving and decision-making abilities.
• Strategic thinking and business acumen.
• Ability to work cross-functionally and build strong relationships.
• Adaptability and resilience.
• Growth Mindset

 

Qualifications:

• Education: University degree.
• Experience: Minimum of 8-10 years of experience in customer service or a call center environment, preferably in the Retail business, with CRC QA/Training experience preferred. Luxury brand experience is a plus. At least 3 years of management experience.
• Skills: Hands-on attitude, good interpersonal and influencing skills, strong operational skills, customer-oriented, proficient in Excel and PowerPoint. SAP, Salesforce experience is preferred.
• Language: Fluent Japanese and English.

Ulteriori informazioni

Development Opportunities:

• Enlargement of job size within Bulgari in line with company growth.
• Opportunities in Client Concierge/Call Center Manager within other LVMH Watch & Jewelry brands.

 

Major Stakeholders:

• Internal: Retail teams, Shop Manager/Staff, Marketing team, MD team, Digital Operation team, Omni Channel team, CRM, Sales Training, HR, Finance, BPC
• External: Clients, vendors.