Client Service Management
Elevate client experience by consistently delivering memorable moments
• Define and deliver KPIs based on business requirements, omni channel sales and clients’ needs
• 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
• 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
Business Accountability (Sales)
Contribute to sales achievement and drive lifetime loyalty and spend
• Foster a climate of Sales Excellence
• Enhance client engagement and build enduring relationships that create lifetime value through repeat sales
• Lead by example and demonstrate the value of increasing client loyalty, retention and new client acquisition
• Support e-Commerce sales order management operations for Client Care Center by cross-functional alignments
Talent Management
Elevate and retain talent to ensure a winning team and create a best-in-class service organization
• Develop and execute a Talent Strategy for client service team to recruit, retain and develop a high performing team
• Continuously encourage, coach and provide qualitative feedback to keep CS team high standard
• Identify area for improvement or training needs
• Keep CS team abreast of new products or any changes in SOP
Data Integrity / Risk & Control / Reporting/ Projects Management
• Responsible for the highest level of data integrity of client information in adherence with all Tiffany & Co. policies and procedures.
• Lead compliance for CCC E-com/DS/Store processes in charge, including SOP/ Policy/ Legal/ Risk & Control
• Keep track of KPI data and identify issues and opportunities
경력 및 자격요건
Required
• More than 10 years experiences in Client Service, Client Service training or sales management in retail or luxury retail industry
• 3+ years’ Experiences in team management
• University graduate
• Strong communication skills (Higher than intermediate English required)
• Strong client oriented and people focus
• Solid knowledge of client service management
• Proficient OA skill
• Fluent in both Korean & English
Preferred
• Client service experience in luxury industry
• e-Commerce operations experience
• Experience in global communication and reporting (to HQ)
담당업무
02-6281-5009
janam@nterway.com
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