Requirements: English
Company: TN Italy
Region: Milan , Lombardy
Social network you want to login/join with:Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and innovation. Our iconic brands include PRADA, Miu Miu, Churchs, Car Shoe, and Pasticceria Marchesi. We operate in more than 45 countries with a diverse team of over 100 nationalities.Joining our company means working in a creative, international environment with teams driven by curiosity and a pursuit of excellence. We value talent and passion, fostering professional growth for our employees.Job PurposeUnder the Ecommerce Department and reporting to the Head of Client Service, the EMEA Client Service Manager will lead the EMEA Client Service team, responsible for:Driving overall business results and sales targetsEnsuring industry leadership in remote client experience qualitySetting objectives and leading omnichannel clienteling initiativesEstablishing comprehensive Voice of Client monitoring through various tools and inputs (NPS e-comm and phone, Dyn 365 data, surveys, etc.)ResponsibilitiesLead the execution of the Regional Client Service strategy, enhancing workflows, procedures, and policies to deliver a superior omnichannel customer experience and maximize business opportunitiesCollaborate with the Head of Client Service on insights and action plans; provide regular feedback on regional customer service performancePartner with internal departments (Retail, IT, Consumer Management, eCommerce, Insights and Analytics, Client Engagement, Merchandising, Finance) to optimize client management processesDesign project work plans to meet evolving needs, allocate resources, and assign responsibilitiesEnhance customer experience by proactively managing VIP and high-value client relationshipsGenerate and review reports on customer service KPIsIdentify opportunities for performance improvement through new technologiesProactively manage potential crisesProvide leadership and motivation to the team, ensuring excellent service deliverySet individual objectives, identify training needs, and oversee workforce planning and career developmentInspire the Client Services team with insights on tone of voice, professionalism, and behaviorKnowledge & SkillsMinimum 10 years of experience in client experience roles, with at least 5 years in similar leadership positions.Knowledge of Dynamics 365 or other CRM systems is required.Strong leadership skills with experience managing and developing teams.Excellent project management, planning, and execution skills.International experience and cultural sensitivity.Fluency in English; additional languages are a plus.#J-18808-Ljbffr