Director, Omnichannel Client Relations

Summary

The Director, Omnichannel Client Relations will lead day-to-day operations of the Client Services Hub, managing managers and client advisors to deliver personalized omnichannel client experiences across phone, email, SMS, live chat, clienteling and virtual appointments while meeting service and sales targets.

Responsibilities

• Lead and develop a team of managers and client advisors to ensure consistent client service delivery
• Develop and implement the Digital Private Client Advisor program and training initiatives
• Coach managers on culture, onboarding, accountability, development and retention
• Partner with senior leadership and corporate teams to improve processes and omnichannel collaboration
• Manage KPIs SLAs and implement performance review and scheduling processes
• Develop policies procedures and manuals for internal operations and flows
• Drive sales growth through client acquisition upsell and conversion initiatives across channels
• Manage escalations and sensitive client matters and ensure quality of client queries
• Collaborate with CRM Private Client Relations Retail and E Commerce on clienteling and outreach campaigns

Requirements

• 7+ years in a similar role or call center environment
• Luxury retail experience preferred
• Proven leadership experience recruiting developing and retaining teams
• Strong analytical and problem solving skills with ability to manage projects
• Excellent communication and interpersonal skills
• Proficiency in Excel Word and PowerPoint; Salesforce experience a plus
• Ability to work nights and weekends when needed
• Experience managing KPIs SLAs and performance programs