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Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and innovation. Our iconic brands include PRADA, Miu Miu, Church’s, Car Shoe, and Pasticceria Marchesi. We operate in more than 45 countries with a diverse team of over 100 nationalities.
Joining our company means working in a creative, international environment with teams driven by curiosity and a pursuit of excellence. We value talent and passion, fostering professional growth for our employees.
Job Purpose
Under the Ecommerce Department and reporting to the Head of Client Service, the EMEA Client Service Manager will lead the EMEA Client Service team, responsible for:
* Driving overall business results and sales targets
* Ensuring industry leadership in remote client experience quality
* Setting objectives and leading omnichannel clienteling initiatives
* Establishing comprehensive Voice of Client monitoring through various tools and inputs (NPS e-comm and phone, Dyn 365 data, surveys, etc.)
Responsibilities
* Lead the execution of the Regional Client Service strategy, enhancing workflows, procedures, and policies to deliver a superior omnichannel customer experience and maximize business opportunities
* Collaborate with the Head of Client Service on insights and action plans; provide regular feedback on regional customer service performance
* Partner with internal departments (Retail, IT, Consumer Management, eCommerce, Insights and Analytics, Client Engagement, Merchandising, Finance) to optimize client management processes
* Design project work plans to meet evolving needs, allocate resources, and assign responsibilities
* Enhance customer experience by proactively managing VIP and high-value client relationships
* Generate and review reports on customer service KPIs
* Identify opportunities for performance improvement through new technologies
* Proactively manage potential crises
* Provide leadership and motivation to the team, ensuring excellent service delivery
* Set individual objectives, identify training needs, and oversee workforce planning and career development
* Inspire the Client Services team with insights on tone of voice, professionalism, and behavior
Knowledge & Skills
Minimum 10 years of experience in client experience roles, with at least 5 years in similar leadership positions.
Knowledge of Dynamics 365 or other CRM systems is required.
Strong leadership skills with experience managing and developing teams.
Excellent project management, planning, and execution skills.
International experience and cultural sensitivity.
Fluency in English; additional languages are a plus.
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