High-end fashion brand company

The Client Relations & Service Director’s mission is to design, deliver and monitor Service Excellence across all the brands (Retail, Specialist , E-Commerce) , implementing Client Relations & Service Strategy locally, so as to maximize Service, Satisfaction & Loyalty towards all Maison’s clients.

Reporting to local Managing Director, part of the local Board, he/she will work in close collaboration with Commercial Teams (Retail, Specialists) & Product Teams (Marketing, Communication…), as complement to the Maison’s product / network Strategies.

Key responsibilities are below:
• Implement Central Client Strategy
• E-Commerce Development (if applicable)
• Contact Center Platform Management (if applicable)
• Digital Services Program
• C.R.M. Program
• Client Database Management
• Client Experience Barometer
• Service Policy & CS Activity Piloting
• CS Platform
• Transversal Support

Skills
• Great sensitivity to clients needs & aspirations
• Analytical
• Innovative
• Great interpersonal skills
• Capacity to take initiatives
• Communication skills
• Capacity to handle a sustained & hectic pace in the long run
• Client & Service Oriented
• Strong business sense
• Result-oriented
• Ability to interact with a wide variety of people
• Team player