Fendi
Overview
Base pay range: $160,000.00/yr - $200,000.00/yr. The Fendi Client Services Hub in New York operates as a state-of-the-art omnichannel center, where Advisors support Fendi customers through phone, email, SMS, live chat, clienteling and virtual appointments. It serves our retail and e-commerce channels for the US, Canada and Mexico. The Director, Omnichannel Client Relations of Client Services (CS) will oversee day-to-day operations, leading and developing a team of managers and client advisors to ensure a personalized experience while meeting CS service and sales targets. Responsibilities
Lead and develop a team of managers and client advisors (10+ members) to deliver a consistent client service experience Develop the newly created “Digital Private Client Advisor” program to develop high-value digital clients Coach team managers to implement a strong culture with motivation, onboarding, accountability, development and retention Partner with VP to improve processes, policies and procedures to enhance daily operations of the Hub Partner with corporate partners to train client advisor team on products, brand and selling skills with a focus on virtual selling Implement efficient performance review programs to support coaching conversations Lead onboarding program for CS team advisors and training opportunities for specific individuals Support recruitment and maintain a talent pipeline in partnership with HR to ensure team productivity and high-quality talent Set the example and expectation for the team to uphold exceptional standards Collaborate with the retail network to reinforce a one-commerce omnichannel mindset Collaborate with corporate teams within and outside the Omnichannel department (including E-Commerce, Warehouse, Logistics, After Sales, Business Intelligence, CRM, Merchandising, Training and Retail teams across the zone) Operations
Coordinate monthly staff performance planning and scheduling Manage KPIs and SLAs and identify opportunities for process, service and team improvements Develop policies and procedures manuals for internal processes and flows to support service, sales and omnichannel queries Identify business opportunities to grow the sales generated by Client Services advisors to prospects, new and existing clients Clients
Collaborate with VP of Omnichannel to establish a client-centric culture to service, acquire and upsell clients Develop a system of actions, order management and escalations to ensure speed, quality and satisfaction of client queries Manage escalations and sensitive matters directly and escalate to Corporate when needed Increase conversion across sales channels, including inbound, live-chat, outbound campaigns and client development actions Develop strong working relationships across Retail and E-Commerce to deliver a seamless omnichannel experience Partner with CRM and Private Client Relations on clienteling programs and tools, and roll-out outreach campaigns to drive recruitment and retention Profile / Skills & Requirements
7+ years in a similar role or call center work environment preferred Luxury retail experience preferred Strong analytical skills to manage complex data into reports and effective conclusions Strong problem-solving ability to be strategic with client-specific issues Strong communication skills to lead a team, manage client issues and build relationships with corporate partners Process oriented with ability to manage long-term and short-term projects in parallel Client-first mindset with high interpersonal skills Experience recruiting, developing and retaining a team through coaching and processes Demonstrated leadership to influence a growing team towards exceeding results Proficient in Excel, Word and PowerPoint Salesforce experience a plus Ability to work nights and weekends when needed Additional Information
OUR COMMITMENT Fendi is an equal opportunity employer. We offer an inclusive environment of mutual respect with diversity and inclusion. We are committed to the prevention of discrimination and provide equal opportunities to all applicants regardless of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law. Fendi recruits and recognizes all types of talent and singularities. The compensation for this position ranges from $160,000- $200,000 annually. The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a bonus opportunity, and a comprehensive benefits package including medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution Seniority level
Director Employment type
Full-time Job function
Business Development and Sales Industries: Retail Luxury Goods and Jewelry We are using AI to enhance knowledge. This is a placeholder line not related to the job.
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Base pay range: $160,000.00/yr - $200,000.00/yr. The Fendi Client Services Hub in New York operates as a state-of-the-art omnichannel center, where Advisors support Fendi customers through phone, email, SMS, live chat, clienteling and virtual appointments. It serves our retail and e-commerce channels for the US, Canada and Mexico. The Director, Omnichannel Client Relations of Client Services (CS) will oversee day-to-day operations, leading and developing a team of managers and client advisors to ensure a personalized experience while meeting CS service and sales targets. Responsibilities
Lead and develop a team of managers and client advisors (10+ members) to deliver a consistent client service experience Develop the newly created “Digital Private Client Advisor” program to develop high-value digital clients Coach team managers to implement a strong culture with motivation, onboarding, accountability, development and retention Partner with VP to improve processes, policies and procedures to enhance daily operations of the Hub Partner with corporate partners to train client advisor team on products, brand and selling skills with a focus on virtual selling Implement efficient performance review programs to support coaching conversations Lead onboarding program for CS team advisors and training opportunities for specific individuals Support recruitment and maintain a talent pipeline in partnership with HR to ensure team productivity and high-quality talent Set the example and expectation for the team to uphold exceptional standards Collaborate with the retail network to reinforce a one-commerce omnichannel mindset Collaborate with corporate teams within and outside the Omnichannel department (including E-Commerce, Warehouse, Logistics, After Sales, Business Intelligence, CRM, Merchandising, Training and Retail teams across the zone) Operations
Coordinate monthly staff performance planning and scheduling Manage KPIs and SLAs and identify opportunities for process, service and team improvements Develop policies and procedures manuals for internal processes and flows to support service, sales and omnichannel queries Identify business opportunities to grow the sales generated by Client Services advisors to prospects, new and existing clients Clients
Collaborate with VP of Omnichannel to establish a client-centric culture to service, acquire and upsell clients Develop a system of actions, order management and escalations to ensure speed, quality and satisfaction of client queries Manage escalations and sensitive matters directly and escalate to Corporate when needed Increase conversion across sales channels, including inbound, live-chat, outbound campaigns and client development actions Develop strong working relationships across Retail and E-Commerce to deliver a seamless omnichannel experience Partner with CRM and Private Client Relations on clienteling programs and tools, and roll-out outreach campaigns to drive recruitment and retention Profile / Skills & Requirements
7+ years in a similar role or call center work environment preferred Luxury retail experience preferred Strong analytical skills to manage complex data into reports and effective conclusions Strong problem-solving ability to be strategic with client-specific issues Strong communication skills to lead a team, manage client issues and build relationships with corporate partners Process oriented with ability to manage long-term and short-term projects in parallel Client-first mindset with high interpersonal skills Experience recruiting, developing and retaining a team through coaching and processes Demonstrated leadership to influence a growing team towards exceeding results Proficient in Excel, Word and PowerPoint Salesforce experience a plus Ability to work nights and weekends when needed Additional Information
OUR COMMITMENT Fendi is an equal opportunity employer. We offer an inclusive environment of mutual respect with diversity and inclusion. We are committed to the prevention of discrimination and provide equal opportunities to all applicants regardless of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law. Fendi recruits and recognizes all types of talent and singularities. The compensation for this position ranges from $160,000- $200,000 annually. The rate of pay offered will be dependent upon candidate’s relevant skills and experience. In addition, there is a bonus opportunity, and a comprehensive benefits package including medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks, and a retirement plan with employer contribution Seniority level
Director Employment type
Full-time Job function
Business Development and Sales Industries: Retail Luxury Goods and Jewelry We are using AI to enhance knowledge. This is a placeholder line not related to the job.
#J-18808-Ljbffr