Client service Manager will still be responsible for implementing and expanding our mystery shop programs, implementing Voice of the Customer/NPS program, reporting of all client service metrics, working with L & D to implement client experience training, supporting the end to end client experience.

Retail, Hospitality, Cruise industry or Restaurant experience a must

Reports to Vice President, Human Resources and Learning & Development

• Work closely with Retail and Retail Operation teams to understand and improve areas of client dissatisfaction, engaging with other departments as necessary i.e. E-Commerce and Support Services

• Work closely with Senior Retail Management and Store Directors to ensure the effective cascading of client experience developments and key learnings

• Continually improve client experience processes for all stores and boutiques

• Implement new and existing client experience standards throughout the organization

• Analyze day-to-day client success activities spanning from the initial stages of introduction to continued engagement and retention

• Ensures that client engagement is always a priority for all members of the organization

• Ensures that each touchpoint across the client journey is engaging, efficient, and effective

• Builds processes to ensure loyal client relationships to fuel growth, including business reviews with key stakeholders, and acquiring testimonials/case studies that reflect your success as a trusted partner

• Partners with corporate and retail teams on initiatives that address client needs

• Is a brand advocate who contributes ideas, strategies, and logic to advance the Brand, culture, and vision

• Keeps accurate records and documents client service actions and discussions

• Controls resources and utilize assets to achieve qualitative and quantitative targets

• Adheres to and manages the approved budget

• Determines the quality of the services provided by the boutiques/stores and ensures that the standard is maintained.

• Makes financial reports on the basis of operational activities and expenses.

• Determines the future goals for the store as they relate to the client journey and ensure that they will be achieved.

Knowledge and Skills required

Education

Degree in Business or related field

Experience

• 8+ years of experience in luxury hospitality, luxury retail, or related field

• Experience of Client Experience management and implementation within a multi-site business

• An exceptional understanding of today’s client behavior – an expert in their field who is able to demonstrate ROI

• Experience of front-line, client facing retail management

• Experience in working with NPS, T-NPS, Customer Effort Scores, Top-box or similar customer satisfaction metrics

• Strong understanding of the retail market