[담당업무]

O MAIN PURPOSE
Client Service Manager leads client experience and service across networks. This role involves implementing Client Service Strategy to maximize client experience and loyalty, being a key factor in care service, client marketing projects and promotions. The role demands strategic leadership, operational management, and team development to ensure superior client experiences consistent with the maison’s standards

O KEY RESPONSIBILITIES
1. Management of Care Service/After Sales Service Journey
- Oversee the execution and enhancement of the entire customer care and after-sales service journey, ensuring seamless experiences across all retail networks including Domestic Retail, Travel Retail, Specialists (Wholesalers), Ecommerce, and the Client Relationship Center (CRC).
- Ensure the consistent application of International Service Policy and adaptation to local market.
- Lead initiatives to optimize client experiences, addressing feedback, and implementing improvements.

2. Operational Management and Analysis
- Monitor and analyze Client Service KPIs, providing insights and strategies for continuous improvement.
- Ensure effective budget management and resource allocation for client service activities.
- Drive operational efficiency, overseeing project management, and ensuring the successful implementation of service enhancements.

3. Client Marketing and Engagement
- Direct and oversee client marketing projects, ensuring they align with brand values and global strategies.
- Analyze the impact of marketing initiatives on client engagement and satisfaction, adapting strategies as needed.
- Foster innovative approaches to enhance client experiences and marketing effectiveness.

4. Stakeholder Collaboration
- Actively engage with RCS to ensure adherence to Brand’s high-quality service standards.
- Demand and facilitate enhanced quality control measures and improvements in repair services.
- Conduct regular reviews and meetings with RCS to discuss service quality, client feedback, and potential enhancements.
- Serve as a bridge between RCS and the organization, ensuring that client service policies are effectively communicated and implemented.
- Collaborate with various teams, including HQ, internal control, finance, and retail networks to ensure cohesive service delivery.
- Act as a primary liaison for Client Service with internal and external stakeholders.
- Organize and lead Client Service meetings, seminars, and training sessions.

5. Strategic Leadership and Team Management
- Lead, mentor, and manage the Client Service team, including Assistant Managers and Executives, ensuring high performance and professional growth.
- Develop and implement the overall Client Service Strategy, aligning with company objectives and market needs.
- Foster a culture of excellence in client service across all departments and networks.

[자격요건]

경력사항: 경력(10년 이상 )
학력사항: 대학교(4년)졸업

[우대사항]

외국어: 영어 회화가능,독해가능,작문가능

- Bachelor’s degree with 10+ years of experience in customer service, preferably in luxury retail.

- At least 2~3 years in a management role, preferably overseeing client service operations in a high-volume or luxury environment.

- Comprehensive understanding of luxury market dynamics and client service excellence.

- Proficiency in SAP and strong skills in Microsoft Office

- People Management

- Fluency in English

- Exceptional ability to lead, inspire, and manage diverse teams.

- Proven track record in mentoring and developing staff, fostering a high-performance culture.

- Demonstrated strategic thinking with an ability to translate insights into action.

- Strong analytical skills to interpret complex data and KPIs, guiding decision-making.

- Excellent communication skills, both verbal and written, with the ability to effectively negotiate and resolve conflicts.

- Strong interpersonal skills with a talent for building relationships across various departments and levels.

- Highly adaptable, able to navigate dynamic environments and respond to industry trends.

- problem-solving skills, capable of identifying issues and implementing effective solutions.

- Customer-oriented approach with a deep understanding of client needs and expectations.

- Strong business acumen, with an ability to balance customer satisfaction and organizational goals.

- High level of integrity and ethical conduct, upholding the maison’s reputation and values.

- Commitment to excellence, demonstrating a high degree of professionalism and dedication.