Client Services Assistant Manager, US

An exciting opportunity exists to join our dynamic Client Services team based on site in our New York Head Office as Client Services Assistant Manager.The Client Services Assistant Manager will assist the Client Services Manager in executing strategy, projects, and managing the Client Services Advisor team. Inspire the Client Services Support team to build strong relationships with our clients. Empower teams to provide client service excellence by building their product knowledge and relationship management skills.They will also assist building, growing, and maintaining the Zimmermann Client Services VIP client database, as well as supporting and nurturing all VIPs who chose to shop online.Key Responsibilities include but are not limited to:Client Services SupportSupport the Client Services Manager in managing the team and executing projects + strategy.Lead the Client Services Advisor team to achieve their performance, sales, and other KPI targets. Support and encourage the team to achieve their monthly incentive.Be a Zimmermann client services champion, putting the client at the forefront of everything and working with the manager to develop a team who have a deep, extensive knowledge of all products and their features and benefits.Ensure responses to clients are timely, helpful, and aligned to the brand through routine QA checks, meeting the 10 tickets reviewed per agent per week cadence.Set the standard for client services excellence by building a database of engaged clients and facilitating organic client growth.Serve as the first point of contact for complex or long-standing problems, complaints or major incidents that have been escalated by client services advisors, involving multiple internal departments and external parties, and following problems through to resolution. Issue and approve resolutions for clients following discretion guidelines.Proactively identify issues when they occur and work alongside the manager to take necessary actions to resolve them.Call out operational inefficiencies to management and suggest improvementsSupport the Client Services Manager to generate detailed reporting, making use of data from multiple data and system sources.Create and keep up P&P documents related to the Client Services Advisor team.Participate in delivering ongoing training to the Client Services team to ensure optimal support is provided for local and international Online, Retail, and Wholesale enquiries + partners.Uphold & promote the Z.Style suite training platform and monitor Client Advisor completion to remain at or near 100%.Client DevelopmentWork in partnership with the Client Development team to enhance the digital shopping experience.Provide all online clients (including VICs) with an industry-leading, personalized, luxury service experience through proactive outreach and other opportunities. Build, maintain, and elevate relationships.Understand Online VICs on a personal level – shopping behaviors, experience, and lifestyle preferences – and own management.Team ManagementSupport the Client Services Manager in leading and nurturing team growth.Motivate team members to consistently go above and beyond for our clients and provide the outstanding service that our clients will value.Coordinate day-to-day team operations & channel roster to ensure daily tasks are completed, client needs are fulfilled, and client expectations are exceeded.Support with ongoing team coaching and development.Maintain effective and direct communication with all team members.Provide the Client Services Manager consistent performance feedback on Client Services Advisor team members and input for performance reviews and appraisals.Monitor team performance and follow company guidelines when performance does not meet expectations.Facilitate consistent 1:1 touch base with individual CS advisors to discuss performance and opportunities.Support the Client Services Manager in designing the weekly and monthly team rosters based on the business needs and in accordance with budget.Be involved in client services team recruitment by supporting in interviewing and onboarding new team members.HR & OHSEnsure all company policies and procedures are followed thoroughly.Always promote and uphold the non-negotiable standards of the OH&S policy and act.Ensure any incidents related to OH&S are reported in an appropriate and timely manner.About you:A minimum of 3-5 years of experience in senior client services support and team management.Evidence of leadership experience, inclusive of solution focused problem solving and instilling motivational techniques.Highly organized, with the ability to prioritize and delegate tasks to a team.Interest in the luxury goods/retail sector, with a client-first mindset.Strong desire to improve client services quality and processes.Proven ability to multi-task under pressure, work through the unexpected, and quickly switch between a variety of issues that demand a manager’s attention.Outstanding people skills with an ability manage, motivate, and develop teams.Ability to demonstrate empathy and build rapport with clients, team members, and colleagues.Excellent phone etiquette as well as written English and communication skills.Experience in using client relationship & service software’s such as Zendesk and Omneo Clienteling.Computer literacy with particular use of Microsoft Office, Apparel21 and Magento.Business Management, Business Administration, Sociology/Psychology, or Communications degree preferred.Why join our team?Bespoke career development plans and access to strong mentors and industry leaders.Opportunity to grow within an Australian luxury fashion brand with opportunities to work globally.Competitive package and team member discountBe part of a responsible fashion house with a focus in leading in sustainabilityCompensationZimmermann utilizes the advertised salary range as a benchmark to offer candidates competitive compensation in the market. This approach also allows for flexibility to account for differing levels of experience and to reward both performance and tenure.Although the published salary range is a genuine estimate of the intended pay for the role, Zimmermann maintains the discretion to offer compensation outside the range provided.Diversity StatementZimmermann is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.