We are seeking a Director of Omni-Channel Client Experience who will oversee the Soho Boutique and Digital Client Care team, reporting to the Vp of DTC & Digital.

How You Will Contribute 

• Define, execute and monitor the store action plan to achieve sales targets and KPIs.
• Define targeted quantitative and qualitative goals and ensure they are achieved.
• Implement action plans and follow-up.
• Analyze the results: daily, weekly, monthly and set up constant assessments.
• Focus on key KPIs and create a strong store culture and storytelling approach.
• Understand and monitor constantly local business environment including market trends and competition.
• Keep relevant with market and fashion trends.
• Integrate/adapt insights in store action plan.
• Define constantly opportunities for growth and execute actions accordingly.

A Talent Leader and Developer

• Provide a clear vision and goals for the team and for the individuals.
• Identify, attract, recruit, develop and retain talent.
• Consistently recruit top talent in partnership with the Head of DTC and HR.
• Create development plans for store management and store teams, ensure professional growth via training and coaching.
• Ensure professional growth and training of the store team with a coaching approach, by constantly stimulating them to be up-to-date in the Fashion industry.
• Provide structured feedback on a regular basis.
• Manage individual appraisal interview at least twice a year.
• Motivate and challenge store management and store teams on a regular basis.

A Brand Promoter

• Sustain and promote the culture of the brand internally and externally.
• Ensure Client experience are executed and consistent over time.
• Store according to the Company directions (VM guidelines).
• Ensure that the store image in line with corporate standards.
• Ensure store team is aware of this standards.
• Ensure that team behaviors are consistent with the standards of services, image and values.
• Lead by example conveying behaviors towards clients.
• Know his/her clients and prospects (quantitative and qualitative) to define action plans.
• Attract and recruit new clients from personal network and external partners.
• Develop clienteling mindset and client’s loyalty and retention.
• Oversee the clienteling approach.
• Ensure that the qualitative standards required by our brand are maintained.

Client Care

As the leader of Client Care, you will also manage the Client Care team thats responsible for extensive digital and telephone support to ecommerce clients. This function plays an integral role ensuring the team delivers an inspiring level of luxury customer service that reinforces the brands values.

• Elevate the client’s customer experience through coaching and developing the customer service team to improve customer interactions, foster brand loyalty and sales potential.
• Prioritize KPIs/SLAs and strong focus on response time and qualitative experience.
• Support sales targets by maximizing all customer contact opportunities to provide product knowledge, increase items per transaction and sell across all channels.
• Ensure team has a thorough understanding of client’s products and systems; monitor training needs and address gaps in training as they arise.
• Work with other Supervisors and Team Leads, sharing ideas, expertise and best practice so that the whole team benefits from the experience.
• Partner with other departments about inventory availability, new product, and promotions.
• Research product issues with other departments to resolve clients’ inquiries and/or complaints.
• Oversee workflow of all business process including preparation of reports and other statistics.

Who You Are

• Commitment to take part in an innovative project.
• 5-10 years of successful experience in a managerial position in luxury Retail industry, fine jewelry experience preferred.
• Inclusive leadership style and entrepreneurship.
• High sensitivity to clients experience and loyalty.
• Exceptional interpersonal skills, persuasiveness.
• Organizational skills.