Head of Client Services Center(Sr. Manager)

Job responsibilitiesClient Service Center business operationCS center management: service level and process improvementClient service planning in align with Central projects, KPI, budget and digital CRM.Set key strategies and initiatives to provide excellent client serviceCS Sales enhancement by customer tiers and product categoriesManage sales turnover, quality and productivity on daily / weekly / monthly / yearly basisDevelop monthly promotions and right incentive plans to motivate client advisorsProject managementOverall company related, enhancement on CS systemClient service projects implementation (Clienteling Solution, Digital Client Personal Advisor Program, Live Streaming Service, etc.)Design and shape the next CS organization for digital client developmentPeople managementDrive CS managerial meetings and training (ex. Daily morning briefing, product trainings, Call Quality coaching...)CS Team manager's performance monitoring, Onsite coaching and mentoring people to develop competency and skillsImprove CS advisor's service to next level and manage complaints handlingHC management: Budget HC, rostering based on seasonal or product launching and hiring right staffs, trainingRelationship Management With Other PartiesCollaboration with cross functional teams: Logistics/IS&T/Human resources/Store manager at monthly touch base for eachCollaboration with central team in order to input local needs: bimonthly Digital Conference Call, Quarterly Business review with Central, workshop, seminarReportingWeekly/Monthly report on sales, call KPIs, and other related topicsSales forecast to Retail Operations, Accounting, and Warehouse in line with e-comAdditional informationUniversity graduate with Bachelor's degree minimumMinimum 10 years of experience in management position of retail business or Luxury business or in Call CenterCS Project management skillsLanguage: Business fluency in both Korean and EnglishSolid leadership with mature and people focused mindsetClient oriented mindset with commercialityGood communication and negotiation skillFull knowledge of retail or luxury businessComputer literacy in business systems and ability to learn new system quicklyGood knowledge of PC (Excel/Access/PowerPoint)Ability to prioritize and work under pressure to meet deadlinesReference LVM30248