Client Care Center Manager

Overview JOB DESCRIPTION Client Care Center Manager is responsible for overall client service management, as a management position within the organization supporting CCC Manager. She/he needs to operate a client care center for stores and E-commerce, and drive omnichannel sales through direct sales and appointment sales support for stores.ResponsibilitiesClient Service ManagementElevate client experience by consistently delivering memorable momentsDefine and deliver KPIs based on business requirements, omni channel sales and clients’ needsCreate a culture where all client advisors contribute towards a consistently high standard of client satisfaction by defining, modeling and holding staffs accountable for demonstrating behaviors that enhance client engagement and represent Tiffany brand valuesTake actions on VOC performance and client feedback/complaints to improve client serviceFollow up open cases with clients and related teams to ensure cases close in timely mannerDrive continuous improvements for client experienceBusiness Accountability (Sales)Contribute to sales achievement and drive lifetime loyalty and spendFoster a climate of Sales ExcellenceEnhance client engagement and build enduring relationships that create lifetime value through repeat salesLead by example and demonstrate the value of increasing client loyalty, retention and new client acquisitionSupport e-Commerce sales order management operations for Client Care Center by cross-functional alignmentsTalent ManagementElevate and retain talent to ensure a winning team and create a best-in-class service organizationDevelop and execute a Talent Strategy for client service team to recruit, retain and develop a high performing teamContinuously encourage, coach and provide qualitative feedback to keep CS team high standardIdentify area for improvement or training needsKeep CS team abreast of new products or any changes in SOPData Integrity / Risk & Control / Reporting/ Projects ManagementResponsible for the highest level of data integrity of client information in adherence with all Tiffany & Co. policies and procedures.Lead compliance for CCC E-com/DS/Store processes in charge, including SOP/ Policy/ Legal/ Risk & ControlKeep track of KPI data and identify issues and opportunitiesLead/support global/local initiatives related to client service/Omnichannel, and develop right processes and actively participate in platform developmentsContinuously monitor business processes and bring forward opportunities for operational process improvements RequiredMore than 10 years experiences in Client Service, Client Service training or sales management in retail or luxury retail industry3+ years’ Experiences in team managementUniversity graduateStrong communication skills (Higher than intermediate English required)Strong client oriented and people focusSolid knowledge of client service managementProficient OA skillFluent in both Korean & English PreferredClient service experience in luxury industrye-Commerce operations experienceExperience in global communication and reporting (to HQ)