Head of Client Service
Kering - New York, New York
About Kering
A world leader in apparel and accessories, Kering develops an ensemble of powerful Luxury and Sport & Lifestyle brands: Gucci, Bottega Veneta, Saint Laurent, Alexander McQueen, Balenciaga, Brioni, Christopher Kane, McQ, Stella McCartney, Tomas Maier, Boucheron, Dodo, Girard-Perregaux, JeanRichard, Pomellato, Qeelin, Ulysse Nardin, Puma, Volcom and Cobra. By ‘empowering imagination’ in the fullest sense, Kering encourages its brands to reach their potential, in the most sustainable manner.
Present in more than 120 countries, the Group generated revenues of more than €11.5 billion in 2015 and had more than 38,000 employees at year end. The Kering (previously PPR) share is listed on Euronext Paris (FR 0000121485, KER.PA, KER.FP).
Within the Kering Group, the Head of Client Service Americas will report directly to the Omni-channel Client Relation Director of Kering Group. He or she will manage directly a team of advisors and a team manager in charge of the Client Service.
Major actor of a successful omnichannel experience, the Client Service has a direct impact on Kering’s brand image and customer satisfaction / loyalty.
Missions
Cover all activities provided to customers, with a 360 view, that enhance their perception of Brands’ values and quality of products by acceding to all provided services.
Co-design with HQs, execute and follow-up with a continuous improvement approach the omnichannel Client Service in Americas Region.
Understand the company, the regional market and customers needs and develop accordingly the Kering Client Service in the Americas following the corporate model and guidelines.
This will be accomplished through a robust deployment plan and an ability to translate customer insights and feedback into proposals for continuous improvement and the definition of a set of KPI’S to measure performance.
Key Responsibilities:
He/she will be responsible for all the following streams:
BRAND IMAGE AND MODEL
- Adapt and implement a seamless omnichannel experience ensuring consistency, quality and reactivity for all clients whether in store or web working in collaboration with Kering Group, HQs and key stakeholders at regional level
- Support, maintain and ensure adherence and compliance to Brands policies and procedures
- In the end, set up a Client engagement program (prospects and Digital exclusives)
ORGANIZATION AND STRUCTURE
- Contribute to set up the Kering Client Service, structures and organizations
- Adapt all processes with a omnichannel approach in collaboration with the Group and all stakeholders
- Assure the connection between the Group, HQs and Brands
- Assure the alignment with regional Brands departments (HR, Finance, Retail, Client Engagement etc.)
TEAM
- Recruit, train, develop and motivate the regional Client Service team
- Lead the team with a close supervision, along with the Team Manager
- Approve monthly/weekly planning for the Client Service team
- Define quantitative and qualitative goals for the Client Service team with Kering Group
- Manage, follow and challenge the team to ensure a smooth running of the service, an optimization of processes to reach SLA/KPIs (real time monitoring, ready to help the team and take the overflow) and to provide excellent Customer Experience
QUALITY, CONTROL AND CONTINUOUS IMPROVEMENT
- Establish KPIs and reporting to ensure best response level and quality control for Kering Client Service in the Americas.
- Monitor and benchmark constantly the competition and best practices in the industry at regional level
- Manage and monitor the budget
- Detect, identify and manage potential crisis
- Define communication flows to consolidate client feedback and provide recommendations to all stakeholders, HQs and Group
- Analyse customer paths and set up quick wins to build a seamless 360 customer path
- Share recommendations on Online and Offline improvements
- Advanced education Bac 5 (ESC or University)
- 5 to 7 years of experience in a similar position (client service context)
- Fluent in English and mastery of another language would be a plus
- Capacity to execute and deliver quick wins and mid/long term goals
- Leadership and people management skills
- Outstanding skills in team working with multicultural experience (Headquarters – Regions)
- Passionate about Client Satisfaction and able to motivate and face challenging situations
- Digital minded, curious about new habits and client behaviors
- Experience driving change management that instills focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities
- Forward thinking, make things happen / business approach. Seek out problems and opportunities for change.
- Approach work objectives with a sense of urgency and passion, and a dedication to exceed performance expectations
- Able to think through problem solutions, excellent problem solving skills
- Good communication and negotiation skills and interpersonal skills
- Responsibility for development and execution of budget and timeline deliverables
- Analytical skills with an ability to clearly translate results into actionable insights
Posted: 30+ days ago
About Kering
Who we are Kering is a growing Group of 20 high-profile, profitable brands that create apparel and accessories for the luxury and sport & lifestyle markets. Luxury: Gu... more
