Omnichannel & After Sales Services Manager

  • Company: Givenchy USA Corp.
  • Location: United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 2 years
  • Reference No.: GIV00814
  • Date of publication: 2019.05.08

Position

Overview

  • Manage all activities related to service and quality within the omnichannel environment
  • Oversee third-party Call Center, ensuring all Givenchy service standards are communicated and maintained
  • Implement and oversee quality and after-sales processes in line with newly created E-Commerce business
     

Key Responsibilities

Call Center

  • Launch and pilot the newly-formed call center to support the Omnichannel retail environment
  • Oversee omni-channel activities related to customer inquiries, calls from call center or retail network as well as quality and after sales issues
  • Monitor service levels, KPIs, vendor contracts and related performance
  • Lead all the necessary projects to increase efficiency, quality, maximize ROI - coordinate and lead with all departments involved (IT, Digital, Retail, Supply Chain)
  • Generate reports to monitor performance as defined by KPI
  • Act as key point of contact for Global Customer Experience department based in Paris 

Quality

  • Act as point person for retail stores, wholesale accounts and call center team for any quality issue; track claims utilizing internal tools/systems
  • Train retail store teams and call center on all matters related to quality and after-sales services
  • Define processes to support quality standards as needed
  • Manage quality team in based in US warehouse (Stellae)
  • Manage reverse flow team for ecommerce in warehouse (Stellae)
  • Act as key point of contact for Quality Department based in Paris; communicate all issues in a timely manner
  • Generate reports to monitor performance as defined by KPI

After Sales & Services

  • Manage all workflows related to repairs
  • Manage communication flow between Retail Stores, Givenchy customers and Call Center; follow up regularly as needed
  • Train retail store teams and Call Center on all process and policy related to After Sales/Repairs
  • Generate reports to monitor performance as defined by KPI
  • Order spare parts and track as needed

 

 


Profile

Background and Experience

  • University-Level degree in a field with relevance to the role preferred not required
  • Minimum of 3 years in a management role within a call center and/or an after sales/quality environment within a luxury leather good industry
  • Proven experience of team management in an international contact center, in the high-end fashion or luxury retail sector or equivalent
  • Outstanding interpersonal & relationship building skills
  • Service driven and highly client-focused with an acute understanding of a high touch experience and the luxury client journey
  • Results driven and highly pragmatic
  • Experience in working independently and leading projects
  • Strong analytical skills; advanced excel skills (able to create formulas/pivot tables)
  • Fluency in Spanish and/or French is a plus but not required

 Reporting Relationships

  • Reports to Retail Operations Director, North America
  • Key point of contact for Omnichannel/Service and Quality teams based in Paris, France

Approximately 65% time spent in US Corporate Office and 35% travel to Retail Stores, Customer Service Center, Warehouse

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Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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