Regional Client Service Manager - Giorgio Armani : Job Details

The Armani Group is one of the leading fashion and luxury goods groups in the world today with 10,500 direct employees, 12 production plants and more than 2,704 boutiques in 60 countries around the world. It designs, manufactures, distributes and retails fashion and lifestyle products including apparel, accessories, eyewear, watches, jewelry, home interiors, fragrances and cosmetics under a range of brand names: Giorgio Armani, Emporio Armani, and A|X Armani Exchange.

We are looking for a Regional Client Service manager in charge to support the WW Client Service Manager in managing, developing and improving the Omnichannel Client Service strategy for US Clients. The Regional Client Service manager should ensure a luxury and personalized experience to Armani Clients, meet Client s needs and solve their issues.

Description of Responsibilities

• Support the WW Client Service Manager in launching the new Client Service in US
• Collaborate with HQ Client Service Team to develop and improve of the Client Service strategy
• Represent the link with the local outsourcer and with local departments (Retail / E-comm/Legal) with the aim to improve processes and services
• Manage performances, making sure the outsourcer has latest information, rolling out new services and initiatives
• Manage daily escalation and complex issues ensuring a fast resolution and perform quality checks to make sure the process and procedure respect
• Responsible for daily activities to ensure operational delivery of Client Service and back office tasks
• Prepare dedicated training materials, update processes and procedures documents and execute the training to local outsourcer.
• Monitor the Client Service SLA/KPIs and prepare dedicated reporting and documentation to provide the business with regular quantitative and qualitative feedback
• Execute User Acceptance Test for the launch phase
• Manage and monitor the Regional budget
• Explore the markets trends, solutions and innovations and with the aim to offer the best-in-class experience to Armani Clients

Requirements

• Degree preferred
• 5-7 years of experience in a similar role and in a luxury environment
• knowledge of the desires, needs and expectations of luxury clients and strong passion for fashion
• organized, problem solver, data driven mindset and root cause & proactive approach
• knowledge of MS Office (Excel, Power Point)
• of OMS/PSP/Salesforce/PowerBI/Tableau
• fluency in speech and writing. Mastery of another language would be a plus.
• track record of meeting and exceeding targets
• client-oriented attitude
• communication and negotiation skills
• aptitude
• with computer systems (Microsoft Office). Excel Skills are a must.
• agile to an ever-changing environment
• to multitask and handle projects in a high-pressure environment.
• business acumen and analytical skills; ability to control financial metrics required
• player able to work effectively and collaboratively across all departments to meet goals and deadlines.

The appointed candidate will be offered a salary of USD $100,000 annually based on experience, plus the opportunity for a bonus, a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and retirement plans with employer contributions. This position is located at our Giorgio Armani Corporate Office in NYC.