Jobs list of Sales & Marketing & Retail

3 jobs
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  • NEW
    Job number: Job-00253853 Posted: 2024-02-20

    Retail Operations Manager (streetwear)

    6 - 7 million yen Tokyo Sales & Marketing Retail

    Company overview
    Our client is Operation of stores for shoes, apparel, accessories, etc.
    Felisia Gunawan
    Felisia Gunawan
    Sales & Marketing
  • Job number: Job-00246076 Posted: 2024-01-17

    Client Advisor Team Leader

    Global luxury brand
    6 - 8 million yen Tokyo Sales & Marketing Retail

    Company overview
    A world leader in apparel and accessories
    Your opportunityThe goal of this role is to be part of the team to support our brands through Ecommerce project.
    How you will contribute Within the Client Service of client Group and reporting to Omni-channel & Client Services Manager,Team leader is commited to :Manages and support the client advisors in Japan
    Strengthen relationships with clients and stores
    Deliver an enriching client experience on every interaction and across all channels (phone, email, chat, social medias) in a timely and professional manner
    Guide each client across brand’s values, by assuming a listening attitude to gain a strong understanding of the clients and their needs
    Build a long-lasting relationship of trust
    Act as Brand ambassador.
    Ensure an exceptional and personalized Client Experience by telephone, live-chat and email, with a “Client Centric” approach.
    Master and respect Brands’ E-commerce and Retail Excellence standards and policies.
    Master and respect Brands’ tone of voice in all communications with the Clients.
    Master Brands’ products and DNA.
    Ensure a unique and customized client experience.
    Follow-up and liaise with other departments to meet Client requests.
    Gather Client feedbacks and requests to support a continuous improvement of the Client experience and enrich the Group’s strategy.
    Understand individual and team KPIs.
    Felisia Gunawan
    Felisia Gunawan
    Sales & Marketing
  • Job number: Job-00250774 Posted: 2023-10-24

    Client Service Manager (Jewelry)

    French luxury goods
    8 - 10 million yen Tokyo Sales & Marketing Retail

    Company overview
    Our client is one of the worldwide luxury leaders. Their prestigious brands can be found on jewelry, high end stationary, leather goods, bags, and accessories.
     1: Focus on the local Strategy
    Define the local market strategy by generating new and creative ways to stimulate client loyalty, traffic to boutiques, client experience and sales conversion from service
    Ensure proper execution of the Client Service & Experience policy to be in line with Central standards
    Propose and take part in all projects development regarding Services in our Boutiques, including Boutique design, flow and experience
    Plan, lead and implement projects and services to improve repair service flow and processes according to Brand standards. Lead and manage Brand-specific CS topics
    Implement and coordinate the International Service Policy (pricing and repair policy, use of marketing elements such as client treatment programs and other drivers of client loyalty and sales generation)
     2: CS Team Management and People Development
    Lead and animate the Brand CS community (>30 people)
    Supervise, coach, and develop 3 team members within the office CS team
    Set up individual objectives for team members
    Plan, execute, and oversee the training and coaching of BTQ staff in regards to service matters
    Collaborate closely with BTQ CS managers (leaders) to strengthen CS community in Japan
    Participate in the recruitment and integration of CS Associates in BTQ when requested
     3: Pilot the CS activity, monitoring, analysis, and reporting
    Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans to ensure optimal performance and service
    Reporting: ensure the follow up for main indicators linked to CS
    Ensure client satisfaction in boutique by controlling delays, return unrepaired rates, sales and service guarantees, turnover, discounts & gratuities, service lead-times, preapproved value rates, and sales conversion
    Monitor stock management follow-up (ROs inventories, spare parts, CS tools used in BTQ, etc.)
    Monitoring of CS costs & adjustments to LE/BU
    Provide quality feedback to local and Central CS (Brand and its' Maison) as well as manufacturing teams
    Collaborate regularly with other departments and boutiques to execute and maintain the status quo of Brand services
     4 : Client Experience
    1. Client Experience BarometerCoordinate the experience Barometer process: Liaise between Brand International, local Retail teams and management, Learning and Development team, and boutiques to ensure proper service quality
    Analyze, define, and implement relevant action plans according to client feedback
    Product related client complaint management
    Animate and optimize the local CS commercial claim management processAssist in the resolution of complaints received in boutiques in collaboration with the platform

    Ensure that the balance between Brand policy and client treatment is always consistent in the decisions and actions taken
    Service Tools
    Leverage service tools such as personalization, Courtesy watch lending services, Treatment plans to provide the best possible service experience
     5: Brand liaison with the Maison Customer Service
    Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service, as well as the proper application of Brand rules and policies
    Ensure execution of brand policies and treatment plans, while improving performance and managing client issues
    Liaise and collaborate with Brand HQ CS and Richemont CS for Client Services procedures and enhancement
    Be the CS representative for Japan, actively participating in worldwide meetings and collaborative events
    Felisia Gunawan
    Felisia Gunawan
    Sales & Marketing

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