The Client Services Director is responsible for the overall management of the Client Services Center, in line with the brand and Digital department’s strategy – a multifaceted role covering management of a large team that contracts and expands with business seasonality, sales, operations, customer service across multiple contact channels, and support to the store network in the US, Canada, Mexico, and to a lesser extent, Brazil. The Client Services Director is accountable for sales and service level/productivity KPI’s, and is responsible for the recruitment, training, retention, and overall motivation of his/her team of over 100 internal and external employees. Lastly, the Director defines the strategy to increase customer loyalty to the brand, offers new ways to increase overall customer satisfaction, and provides support to our retail partners.
Responsible for achieving customer service key performance indicators (KPIs), sales objectives, controlling expenses, and maintaining and achieving high operational standards
Constantly look for ways to optimize business performance and client satisfaction by reviewing and analyzing key indicators on an ongoing basis (weekly, monthly and quarterly reports or business reviews)
Primary liaison with corporate, regional offices and stores
Services
Ensure highest standards of customer care (must possess excellent “people skills” and service-oriented mindset)
Manage escalations and provide creative solutions for enhanced client experience.
Drive innovation to adjust Client Services to changing client expectations and an increasingly complex environment
Growing number of contact channels: phone, email, postal mail, chat, social platforms (Facebook and Twitter)
Multiple types of calls and needs: store information, corporate information, product information, sales, repairs, returns, defective merchandise, dissatisfied customers, policy questions, etc.
Multiple types of lines (Free Standing Stores, Leased Department Stores, 866-VUITTON)
Multiple countries and languages (US, Canada FR and EN, Mexico, potentially Brazil in the future)
Operations
Full responsibility for P&L of the Client Services Center
In coordination with Digital Operations manager, ensure that PMA systems and processes are optimized to limit % of fraudulent activity/payment/chargeback issues
Responsible, with Operations Manager, for maintenance and development of all information systems development: POS (ATG and RMS), CRM (DREAM), Scheduling (Workforce Management), product transfer requests (My Product Requests), client feedback tracking with the stores (My Client Requests), repair management (My Repairs), etc.
With the support of the Digital team, manage Merchandising priorities according to brand’s objectives and seasonality
Talent Management
Oversee staffing and recruiting function for all staff in cooperation with the Human Resources and Digital teams
Implement retention initiatives and collaborate with the HR Dept. to provide developmental opportunities
Manage bonus plan and ensure adequacy with performance goals and business priorities
Identify individual and team training needs; create and implement regular training sessions (onboarding, regular product training/updates, phone etiquette/quality, sales techniques, etc.)
Exhibit strong interpersonal skills in dealing with staff, peers, supervisors and the NY and Paris corporate office
Number of direct reports: 4-5 Managers
Number of indirect reports: 80-150 Client Advisors and Team Managers
Other relevant information: week-end, evenings, or holidays may be required on exceptional basis and as needed for travel
Desired Skills and Experience
Experience
Minimum of B.A. or B.S. degree required
10+ years of experience in luxury retail; comparable experience in retail sales, hospitality, or travel also considered
5-10 years of supervisory or management experience, preferably in customer service required
Skills
Strong leadership skills a must
Excellent verbal and written communication skills
Ability to multi-task and to deliver under pressure
Strong problem-solving skills
Computer systems proficiency, particularly in Powerpoint and Excel
Foreign language fluency in Spanish, French, Portuguese, or Mandarin/Cantonese a plus
Personality traits
Be friendly, proactive, and solution-oriented
Possess common sense, advocacy, and mediation skills
Act as a role model and lead by example
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