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BROBSTON GROUP

Client Services Manager

Posted 3 weeks ago
New York
Market: NY - New York
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Customer Service
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Client Services Manager
Fendi
New York
Luxury Fashion, Luxury Menswear
Full time
Posted 3 weeks ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Position

Client Services Manager

Profile

Client Services Center Manager is responsible for leading team performance, guide and support the Client Advisors to deliver and elevated call center/ omnichannel support experience over the different touchpoints, including: ecommerce and retail calls, after sales, Livechat, outreach campaigns and general inquiries.

Key objectives are:

  • Performance management to achieve SLAs, critical metrics and sales targets
  • Mentor and develop the growing team, including the on-boarding and training experience
  • Support the Client Services Director to implement strategies, tools, policies and procedures for the team

Crucial duties & responsibilities:

  • Execute staff coverage and scheduling based on estimated call volumes and appointments
  • Lead a team of up to 12 Client Advisors
  • Leads by example by embracing the omnichannel and client-centric mentality of the team during interactions with clients and advisors
  • Develop processes to ensure quality assurance, tracking and reporting
  • Motivates and provides adequate resources to team to exceed critical metrics
  • Uses quantitative and qualitative feedback for personalized training of Client Advisors
  • Leads on-boarding of permanent and seasonal advisors, as well as ongoing training and refreshers around clienteling, selling, problem-solving, policies/procedures, critical issues and de-escalations
  • Uses CRM resources to grow client engagement, recruitment and retention
  • Supports and empowers team with resources to resolve inquiries during the call (including order deliveries, returns, repairs, payments, refunds and customer concerns)
  • Handles case issues process efficiently to maintain communication with store teams and retail operations regarding orders connected to Omni-stock or retail-related inquiries
  • Partners with After Sales on an efficient client experience and follow-up for repairs and product issues
  • Provides direct client support and performs outbound outreach through different channels when needed

Job skills, Requirements, & Attributes:

  • Minimum 5 years of either customer service center/Ecommerce
  • Experience working in a call center and managerial experience highly preferred
  • Luxury Retail experience, preferred
  • Minimum Associate’s Degree, preferred
  • Process oriented with ability to lead long-term and short-term projects in parallel
  • Developed ability to put the client first with high interpersonal skills and empathy
  • Strong problem-solving approach, motivational and people development skills
  • Shown leadership to influence and empower a team towards results
  • Excellent verbal and written communication
  • Sophisticated knowledge of Microsoft Suite (including excel)
  • Exposure to Client Services Systems (i.e. Salesforce) preferred
  • Proficiency in Spanish, Mandarin or Portuguese a plus
  • Must have flexibility: some nights, weekends, and holidays

About Fendi
The house of FENDI was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first FENDI boutique – a handbag shop and fur workshop followed. Soon winning international acclaim, FENDI emerged as a brand renowned for its elegance, craftsmanship, innovation and style. The collaboration with the late Karl

Lagerfeld began back in 1965 and lasted 54 years, in 1992 Silvia Venturini Fendi seconded him in the Artistic Direction. In 1994 she is given responsibility of Leather Goods Accessories and then the direction of the Menswear line. In 2000 the LVMH Group acquires FENDI becoming in 2001 its majority shareholder.

In September 2020 Kim Jones is appointed Artistic Director of Couture and Womenswear, while Delfina Delettrez Fendi, fourth generation of the Fendi family, joins the Maison as Artistic Director of Jewelry.

Today FENDI is synonymous with quality, tradition, experimentation and creativity. www.fendi.com @fendi

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Client Services Manager
Fendi
New York
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