▣ Company : 해외명품주얼리브랜드

▣ Position : Client Care Center Manager (CS) 팀장급

▣ Responsibilities
1. Client Service Management
Elevate client experience by consistently delivering memorable moments
o Define and deliver KPIs based on business requirements, omni channel sales and clients’ needs
o Create a culture where all client advisors contribute towards a consistently high standard of client satisfaction by defining, modeling and holding staffs accountable for demonstrating behaviors that enhance client engagement and represent Tiffany brand values
o Take actions on VOC performance and client feedback/complaints to improve client service
- Follow up open cases with clients and related teams to ensure cases close in timely manner
- Drive continuous improvements for client experience

2. Business Accountability (Sales)
Contribute to sales achievement and drive lifetime loyalty and spend
o Foster a climate of Sales Excellence
- Enhance client engagement and build enduring relationships that create lifetime value through repeat sales
o Actively support and develop sales incentives that drive a culture of excellence and support sales achievement
o Lead by example and demonstrate the value of increasing client loyalty, retention and new client acquisition

3. Talent Management
Elevate and retain talent to ensure a winning team and create a best in class service organization
o Develop and execute a Talent Strategy for client service team to recruit, retain and develop a high performing team
o Continuously encourage, coach and provide qualitative feedback to keep CS team high standard
o Identify area for improvement or training needs
o Keep CS team abreast of new products or any changes in SOP

4. Data Integrity/ Reporting/ Projects Management
o Responsible for the highest level of data integrity of client information in adherence with all Tiffany & Co. policies and procedures.
o Keep track of KPI data and identify issues and opportunities
o Lead global/local initiatives related to client service and develop right processes
o Continuously monitor business processes and bring forward opportunities for operational process improvements

▣ Requirements
o More than 10 years experiences in Client Service, Client Service training or sales management in retail or luxury retail industry (luxury industry is preferred)
o 3+ years’ Experiences in team management
o University graduate
o Strong communication skills (English is preferred)
o Strong client oriented and people focus
o Solid knowledge of client service management
o Proficient OA skill

▣ Location : 서울

▣ 제출서류
- 이력서 (MS Word 파일)
- 경력 사항을 최대한 구체적이고 상세히 기술해 주시길 바랍니다.
- 사진 첨부요망 / 응시분야 / 연락처 / 연봉(현 연봉 & 희망 연봉) 기재
- 궁금하신 점은 담당 컨설턴트 e-mail로 연락 주시기 바랍니다.

▣ Contact point : 최윤정 상무 02-508-7410 // 010-3265-5750
If you have any question, please do not hesitate to contact me.
Home : www.hennymccoy.com // Email : ******@*******.***