Director, Client Services

POSITION OVERVIEW:

The Director of Client Services (CS) is responsible for managing all aspects of the Fendi Americas Client Services Center. The Director focuses on building and leading an effective organization that can deliver omnichannel support and selling excellence. Key responsibilities include team management, optimization of operations and SLAs/KPIs based on data analysis/reporting, design, implementation of new tools alongside HQ and IT, development of processes and procedures, and establishing an elevated client-centric approach to case handling and escalations. Reporting to the VP of Omnichannel, this leader will play an important role in the continued growth of the Fendi Americas digital and retail businesses, building strong transversal partnerships across the organization.

ESSENTIAL DUTIES & RESPONSABILITIES:

Team:

• Manage staffing models based on call volume, sales and cost expectations and forecasts
• Support recruitment, compensation planning, efficient performance management and training
• Maintain a talent pipeline in partnership with HR to ensure team productivity and high- quality talent
• Implement effective culture with strong team motivation, accountability, development and retention
• Lead the different phases of headcount growth of the Client Services Center (Assistant Manager and Client Service Advisor roles), including initial relationship with external staffing agency
• Set the example and expectation for the team to uphold high standards and expectations, as well as collaboration with the retail network towards a one-commerce omnichannel mindset
• Live the Omnichannel collaborative mission by effectively partnering with teams within and outside of the Omnichannel department (including E-Commerce, Warehouse, Logistics, After Sales, Supply Chain, Business Intelligence, CRM, Merchandising, Training and Retail teams across the zone)

Operations:

• Partner with HQ and IT to design, develop, improve and roll-out systems and tools (project management approach)
• Develop policies and procedures manuals for internal processes and flows to support service, sales and omnichannel queries
• Develop analysis and reports to manage KPIs and SLAs and actively identify opportunities at the team and individual level for process, service and team improvements
• Report on daily/weekly/monthly key metrics and build forecasts based on trends and targets and support in corporate updates and presentations
• Spearhead onboarding and training/development programs for the CS team and partner with Training and Merchandising on content to align on company priorities

Clients:

• Establish a client-centric culture within the Client Services Team to service, acquire, retain and develop clients
• Develop a system of actions, order management and escalations to ensure speed, quality and satisfaction of client queries
• Manage escalations and sensitive matters directly and escalate to key stakeholders when appropriate
• Launch and increase conversion across the different sales channels, including inbound conversion, live-chat, outbound campaigns and client development actions
• Develop strong working relationships across Retail and E-Commerce organizations to always deliver a seamless and best-in-class omnichannel experience for the client
• Partner with CRM and Private Client Relations on clienteling programs and tools, and effectively roll-out outreach campaigns to drive recruitment and retention
• Monitor industry and competitive trends and best practices, in order to think strategically about the business and its future

JOB SKILLS, REQUIREMENTS & ATTRIBUTES:

• 7-10 years in a similar role or call center, preferably in luxury retail environment
• BA or equivalent preferred
• Strong analytical skills to manage complex data into reports and effective conclusions
• Strong problem-solving approach to strategic and client-specific issues
• Process oriented with ability to manage long-term and short-term projects in parallel
• Developed ability to put the client first with high interpersonal skills
• Experience recruiting, developing and retaining a team through coaching and processes
• Demonstrated leadership to influence a growing team towards exceeding results
• Proficiency in Excel, Word and Powerpoint
• Salesforce experience a plus
• Ability to work nights and weekends as needed
• Ability to lift boxes / weight of up to 10lbs
• Foreign language skill a plus