Customer Hub Team Manager

Jersey City, New Jersey, United States
30 Sep 2020
26 Nov 2020
Job Family Group Description - Supply Chain:
Gathers pre- and post-production cycle jobs in fields such as resource planning, order management, logistics and distribution, warehousing and aftersales repair services.

Job Family Description -After Sales and Customer Service:
Responds promptly to customer inquiries, with in-depth knowledge of products, services and processes. Communicates with customers through various channels. Keeps records of customer interactions, transactions, comments and complaints in order to improve customer service efficiency and ensure a high level of customer satisfaction.

Sub-Job Family Description - Customer Service:
Serves as the first point of contact between sales, supply chain/logistics and manufacturing staff in order to deliver seamless customer service.

Job Description

Role Mission

The Client Services team is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree omni-channel client experience. The Team Manager, will effectively lead and support all activities to achieve Client Services objectives and demonstrate an unsurpassed service culture. She/he will implement all company driven initiatives to drive results while motivating a high-paced service oriented sales team. This role is responsible for overseeing all client inquiries, case management processes/fulfillment, and client resolution, maintaining reporting and developing best practices to contribute to the efficiency of the department. In addition, she/he is responsible for liaising with human resource management and identifying talent succession development and recruitment opportunities. As Team Manager, we are to represent the brand as a Gucci Ambassador by promoting the values and ambitions within the luxury market place.

Key Accountabilities

  • Clear understanding of all company Key Performance Indicators (KPI), monitoring weekly reporting for utilization in daily and monthly performance coaching conversations;
  • Responsible for meeting department goals in regards to service levels, sales targets, quality assurance all contributing to the overall success of the department;
  • Strong grasp on all business metrics and ability to strategize when performance standards are not met;
  • Review eCommerce sales daily and assess high value / exceptional orders requiring follow up, potentially adding to the Very Important Gucci Clients (VIG) list;
  • Develop top talent, identifying development succession planning to build a high level of employee retention;
  • Conduct monthly coaching/counseling sessions with employees to review performance and provide timely feedback;
  • Oversee performance appraisal process for the team;
  • Consistently work to attract, recruit and retain a high performing team, building a talent pipeline through networking;
  • Train and develop direct reports for future growth/career path;
  • Control workflow thorough understanding and enforcement of all company policies and procedures;
  • Ensure team compliance to all company operation and HR policies and procedures;
  • Deliver daily team briefing ensuring all team members are aware of key brand messages and training and clientele initiatives;
  • Develop strong relationships with clients to ensure maximum satisfaction and increase client loyalty and retention;
  • Monitor website to bring customer-related improvements and issues to the eCommerce and merchandising team;
  • Point of contact for Client Advisor in case of website issue;
  • Demonstrate ability to work both collaboratively as part of a team as well as independently;
  • Identifies orders requiring special needs and handling, in partnership with the Operations team;
  • Manage back order queue and cancellations in coordination with operations to focus on sales retention and minimalize client disappointment;
  • Report statistics across channels to determine the level of customer service provided to clients;
  • Promote a positive and professional team environment that fosters trust, integrity and superior performance standards, leading by example;
  • Contributes to the development of best practices and standards to increase the overall efficiency and increase revenue within the department;

Key Requirements

  • Minimum 4+ years' experience in a similar role or sales management in retail, luxury retail or hospitality;
  • Previous high volume supervision experience preferred;
  • Salesforce experience a plus;
  • Demonstrates ability to manage complex and competing priorities with time management and organizational skills;
  • Intermediate to advance computer skills;
  • Able to work in fast-paced system handling multiple channels at the time;
  • Confident to resolve customer complaints and handle escalated enquiries effectively;
  • Proven ability to effectively delegate, follow up and communicate with all levels of the organization;
  • Excellent interpersonal written, phone and communication skills;
  • Demonstrates ability to develop and manage performance;
  • A focus on quality and extensive passion for and knowledge of Gucci products;
  • An excellent, collaborative approach to teamwork and flexible working style;
  • Proficiency in multi languages highly desirable;
  • Must be available to work a flexible work schedule which will include evenings, weekends and holidays;
  • Demonstrates a high level of energy and enthusiasm;

Job Type

Start Date

Full time

Gucci America Inc

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