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Customer Service Team Lead

vor 2 Wochen

Genf, Genf, Schweiz Christian Louboutin Vollzeit

Overview

We are seeking an exceptional Luxury Customer Experience Manager to join our team in Geneva. As a key member of our Customer Service Europe team, you will be responsible for delivering outstanding customer experiences and driving sales growth through effective relationship-building and product knowledge.

About the Role

  • You will oversee the day-to-day operations of our Customer Service team, ensuring seamless communication with clients and internal stakeholders.
  • Develop and implement strategies to improve customer satisfaction and loyalty, while meeting individual, departmental, and brand objectives.
  • Mentor and coach junior team members to develop their skills and knowledge, promoting a culture of excellence and teamwork.
  • Collaborate with the management team to plan, organize, and execute daily operations, including training, reporting, and performance analysis.

Key Responsibilities

  • Service Delivery

  • Manage day-to-day customer inquiries via phone, email, social media, and chat efficiently, adhering to Christian Louboutin standards.

    • Ensure an exceptional shopping experience for every customer contact, using both verbal and written communication.
    • Partner with Customer Service Associates to enhance overall selling skills and achieve sales goals and KPIs.
    • Resolve escalated complaints according to company policy.
    • Support the team in achieving Department goals.
    • Communicate company policies to customers as necessary, maintaining client confidentiality and adhering to data protection and security guidelines.
    • Perform all Customer Service Associate duties at the highest level of expectation to deliver perfect luxury service.
  • Relationship Building & Customer Relationship Management

  • BUILD AND MAINTAIN QUALITY RELATIONSHIPS WITH CLIENTS THROUGH PERSONAL INTERACTION AND ACTIVE CLIENTELING, RESULTING IN LOYALTY TO THE BRAND AND STRONG SALES PERFORMANCE.

    • IDENTIFY AND ACTION INITIATIVES TO PERSONALIZE THE EXPERIENCE FOR EVERY CUSTOMER WHEREVER POSSIBLE AND BE PROACTIVE IN DEVELOPING UNIQUE EXPERIENCES FOR TOP CLIENTS.
    • BE A ROLE MODEL FOR CUSTOMER SERVICE ASSOCIATES IN YOUR APPROACH TO LEARN TO KNOW CLIENTS, TO DEVELOP THE CLIENTS' DATABASE AND TO MAINTAIN YOUR CLIENTS' INFORMATION IN THE SYSTEMS.
    • REFLECT THE LUXURY BRAND IMAGE AND DEMONSTRATE A POSITIVE ATTITUDE THROUGH THE SERVICE YOU DELIVER AND ALL YOUR INTERACTIONS WITH CLIENTS.
  • Operational Management of the Team

  • SUPPORT THE MANAGEMENT TEAM WITH PLANNING, OPENING/CLOSING OF THE DEPARTMENT, ORGANIZATION, DAILY OPERATIONS, AND REPORTING.

    • PARTICIPATE ACTIVELY IN THE DAILY BRIEFING AND ENSURE THAT IT IS PROPERLY UNDERSTOOD BY THE TEAMS IN THE DAILY MONITORING OF THEIR ACTIVITIES.
    • OPERATIONALLY DEVELOP THE MEMBERS OF THE TEAM TEACHING THEM CUSTOMER SERVICE TECHNICS AND EXCELLENCE AND COACH THEM VIA KIND FEEDBACK ON THEIR PERFORMANCE.
    • SUPPORT THE TRAINING AND DEVELOPMENT OF THE TEAM ON CUSTOMER SERVICE PROCEDURES, RETAIL, AND ECOMMERCE SPECIFICITIES, TOGETHER WITH THE CUSTOMER SERVICE MANAGER.

Requirements

We are looking for a highly motivated and experienced professional who possesses excellent communication and interpersonal skills, with a strong understanding of customer service procedures and luxury markets.

The ideal candidate will have:

  • A minimum 5-6 years of retail/customer service/e-commerce experience for a luxury brand.
  • Previous experience in counselling, selling, and communicating on high-end luxury products (shoes and leather goods accessories is a plus), preferably in a managerial role.
  • Excellent understanding of customer service procedures and selling and CRM techniques.
  • Strong knowledge of fashion luxury markets and trends.
  • Excellent communication skills (both written and oral) in a luxury way, and capacity to listen and identify client needs.
  • Strong client-telling skills to ensure client contact is maintained engaging them in a long-term professional and loyal relationship.
  • Able to transfer his/her knowledge and to train his/her colleagues.
  • Coaching capabilities: ability to provide constructive, straightforward feedback to develop the team.
  • Excellent spoken and written languages in English as a minimum, additional European language as a plus (Italian, German, Spanish).
  • Strong analytical skills.
  • Very good command of Microsoft Office tools such as Excel, Word, and PowerPoint and of any CRM tool (ie : Salesforce).