Senior Client Services Manager

WHAT WE HAVE TO OFFER:

The Senior Client Services Manager (North America) will be responsible for driving newsletter strategy and managing the Client Services Center (CSC) function for RIMOWA North America which supports our business in the US, Canada, and Mexico. This role works cross functionally with the Senior Omnichannel Operations Manager (North America), Global CRM and CEM teams, and Client Care Manager (North America). This role reports to the Ecommerce Director (Americas).

YOUR RESPONSIBILTIES:

Sales & Operational Excellence:

• Responsible for achieving financial and KPI targets (sales objectives, operational standards, and marginal costs) while also ensuring that all client interactions with the CSC are handled in line with RIMOWA brand values, thus further driving loyalty to the brand and elevating our positioning within the luxury market space.
• Constantly developing and implementing initiatives which further optimizes business performance and client satisfaction for the CSC (supporting eCommerce, retail, and omnichannel) by reviewing and analyzing key indicators on an ongoing basis (weekly, monthly and quarterly reports or business reviews)
• Working in collaboration with global HQ and retail partners in order to support and maintain a strong working relationship across all departments thus ensuring the CSC is updated and informed on all business information in order to support client services for both eCommerce and Retail
• Support and drive employee knowledge, training and support to exceed our customer expectations.
• In collaboration with the Senior Omnichannel operations manager (North America), ensure the maintenance and execution of all information systems required to support CSC operations, including: CMS, CRM (Salesforce), Scheduling (Kronos), NPS (diduenjoy), social private messages (sprinklr), and live chat
• Ensure volume forecasts & planning requirements are built to manage peak volume periods. With approval of supervisor, manage local 3rd party resources as needed to ensure delivery of KPI’s.

Service Excellence & Delivery:

• Handle multiple types of omnichannel contact (mail, calls, emails, live chat, social platforms): store information, corporate information, product information, sales, returns, defective merchandise, dissatisfied customers, policy questions, etc
• Ensure highest standards of customer care is delivered & maintained in all aspects of the CSC function
• Manage client escalations and provide creative solutions for enhanced client experience.
• Project manage and measure third party vendor implementations to drive innovation across CSC/CRM and continuously exceed client expectations

Retail Partnership:

• Collaborate with the Retail team to manage and recommend clienteling strategies to retain, elevate, and aid commercial targets and client focused campaigns

People Management & Development:

• Oversee & support all recruitment initiatives for the CSC thus ensuring that we attract & retain the best caliber individuals within the marketplace.
• Directly manage the Client Services Manager (North America)
• In collaboration with the HR team, ensure that the Service Center has the correct level of staffing to maximize on resources while ensuring that all periods of peak traffic are sufficiently met
• Implement retention initiatives and collaborate with the HR team to provide internal developmental opportunities for our top performers
• Manage CSC bonus plan and ensure adequacy with performance goals and business priorities, in partnership with Supervisor
• Identify individual and team training needs. Create and implement regular training sessions (onboarding, regular product training/updates, phone etiquette/quality, sales techniques, etc.).
• Investigate weekly to pinpoint training needs for associates and operational/commercial shortfalls in regards to SLA and KPI targets.
• Build and ensure a culture of diversity and inclusion within the CSC

PROFILE:

We would like to speak to professionals who possess a Bachelor’s Degree with at least seven to ten years of experience working on an e-commerce platform and knowledge of customer experience platforms.

Furthermore, we seek:

• Comprehensive understanding of luxury clientele and language
• Ecommerce back end systems knowledge a plus
• Experience in a customer service agency or department a plus
• Preferred experience in Salesforce commerce cloud, Salesforce service cloud, Sprinklr, NPS platforms, and live chat/one to many chat
• Advanced excel skills, proficient in Microsoft Office Suite
• Fluency in Spanish a plus
• Ability to independently resolve complex and/or escalated situations
• Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
• Strong communication, verbal, and analytical skills
• Strong sense of teamwork, ability to multi-task, and manage priorities with ease
• Ability to work effectively with and present to individuals at all levels.
• Ability to take initiative, ownership and accountability
• A keen listener, capable of receiving feedback and pivoting strategy with agility and analytical aptitude