Client Services Manager - Luxury Brand Company

勤務地 東京都
雇用形態 正社員
給与 ¥8000000.00 - ¥10000000.00 per annum
専門 サプライチェーン、購買、物流,
職種 コールセンターオペレーション,
お問合せ Jeongmi Kim
JOB ID JO-2111-465110
about Jeongmi Kim

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[Position] Client Services Manager
[Location] Tokyo
[Salary] 8~10 million JPY
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Note: Applicants must have permission to work in Japan and Fluent ~ Native level Japanese

[Company Description]
Global Luxury Brand Company

[Responsibilities]
Mission Statement

  • Manage the whole Client Services team as the contact channels for clients through phone, e-mail, chat, and SNS.
  • Achieve the sales target of Client Services and provide appropriate support to e-commerce sales at the backend (Order management), with good collaboration with e-com team.
  • Install new system release & enhancement into daily lives in CS to boost appropriate utilization
  • Develop people's skills and abilities by enhancing daily coaching, providing appropriate learning occasions under company and CDDR's evaluation scheme with PCR.
  • Ensure the service quality (Mystery Call)
  • Manage quantitative KPIs around CX (Call productivity such as HCR, SLA…etc.), consolidate regular reports & distribute to counterpart and the concerned departments
  • Manage & optimize budget
  • Manage relationship with both external & internal stakeholders

Main Responsibilities:
Team management

  • Design and implement the appropriate L&D activities (ex. Daily morning briefing, product trainings, Call Quality coaching…)
  • Monitor the sales turnover, quality and productivity on daily / weekly / monthly / yearly basis
  • Monitor complaints handling and handle severe ones
  • Approval (SAP / Contact IS / Conquer / Over time)
  • PCR (review for staff and assessment & coaching for team managers)
  • Organize a CS managers meeting
  • Organize a CS meeting (All staff attend)
  • Organize a team building activities

Relationship with other parties

  • Attend a meeting with Logistics/IS&T/Human resources at monthly touch base for each
  • Attend bimonthly Digital Conference Call and Quarterly Business review
  • Attend variety of calls, such as new system release, Web enhancement, clienteling & training topics and mystery calling…
  • Attend store managers meetings
  • Attend CS/Digital seminar
  • Attend other meeting related to Customer Service

Reporting

  • Weekly/Monthly report on sales, call KPIs, and other related topics to CDDR
  • Sales forecast to Retail Operations, Accounting, and Warehouse in line with e-com-Weekly report

Human Resources

  • Design and run effective incentive/compensation scheme, corroborating with HR
  • Hiring permanents / temporary staffs
  • Contracting with professional Call Center companies (Subcontractors) - Internal announcement (within CS) on HR matters

Other tasks

  • Attend visitors, other zones, or other group companies
  • Projects management (ICONiCS, One Retail, One Sock…)

[Requirements]
Education: University graduate with Bachelor's degree minimum
Experience: Minimum 3 years' experience in retail business at management position, preferably in the Luxury business or in call center management
Language: Business fluency in both Japanese and English

Please click "apply" if you are interested in the job.
We will review your profile and contact you within five business days should we find that you satisfy the requirements of the hiring company.
Further details about the company and position will be notified at a later date.

Reference: JO-2111-465110
Seniority Level:Mid-Senior level
Job Function: Customer Service