As an ambassador of Client services, the VIE - CS Coordinator will work to ensure that client satisfaction is met through implementation of New Marketing Services, efficient follow-up of after-sales and complaints management, and through the animation of the Regional CS Community.
In addition, the VIE CS Coordinator will maintain the operational requirements of the Regional CS team.
Client Experience & Satisfaction
Monitor and support in maintaining the weekly operations of the Client Experience Barometer survey
Understand the results and contribute to the development of action plans in order to drive the ultimate objective of improved client satisfaction
Support the boutiques in order to continuously improve results
New Marketing Services Implementation & Development
Support the CS Manager in rolling out and implementing new marketing services
Understand the market specificities within the region in order to develop local services which are relevant
Coordinate with all key stakeholders within the project to ensure successful launch. Ability to define scope of each project and develop market-specific planning
Analyse and report on the results for each project to develop key learnings
Management of External Partners / Alignment of Markets
Maintain relationships with CS external partners in order to ensure successful implementation of CS action plan and improvements across all partners.
Support partners in providing appropriate data to report on their activities
Maintain alignment between the brand, external partners, markets and boutiques in line with the action plans and priorities through follow-ups, calls, trainings, seminars etc.
Complaints / After-Sales Support
Monitor and follow up on complaints. Analyse typology in order to build action plans to reduce overall volume and improve client satisfaction
Support the boutiques in after-sales support, coordinate between all CS community partners to ultimately make decisions for the client’s best interests
Control the solutions provided to clients in accordance with brand policy and procedure
Manage transparency in communication between all complaint stakeholders
Operational Support, Analysis & Reporting
Manage the ordering of CS tools, transfers and invoicing
Manage supplier returns process for specific markets within the region
Build the monthly reports and ensure the follow up for the main indicators linked to after-sale service and the client barometer.
Make suggestions to drive reporting and KPI improvements
Analyse CS activity and initiatives to share results with CS community and drive actions
Consolidate and manage CS team budget
Support the boutique CS team in ad hoc stock management follow-up (spare parts kits etc.) and improvement of in-boutique CS kits availability
Experience in luxury retail is highly appreciated
Experience in customer service is preferred
Client-oriented and passionate about continuous improvement
Excellent communicators (both verbally and in writing), confident and assertive
Self-motivated and able to work autonomously and on multiple topics
Curiosity and a drive for excellence
Problem solver with good analytical skills
Fluent in English, third language appreciated
Ability to implement short time projects and follow long-term strategy
MS Office proficiency
ELIGIBILITY TO THE VIE PROGRAM
Candidates between 18 and 28 years old
Nationals of Member States of the European Economic Area (EAA), who have fulfilled their national service obligations