Head of Client Experience, Luxury.
7 months ago
We are seeking a highly experienced and motivated individual to join our team as the Head of Client Experience Luxury. In this role, you will champion your team within the wider business and play a critical role in ensuring the highest level of client experience is achieved. You will oversee a team of Pre-Sale Managers and Coordinators, Post-Sale Managers and Coordinators, as well as Shipping Liaisons. Your responsibilities will involve managing the end-to-end client experience, ensuring collaboration and alignment between pre-sale and post-sale personnel, and driving operational efficiency and consistency within the client journey.
Responsibilities:
Leadership:
Represent and communicate on behalf of the Client Experience Luxury team with various stakeholders, internal and external clients. Set priorities for the Client Experience Luxury team, aligning with the strategies for global Operations and Client Service Operations. Coordinate high-level queries and promote efficiency and consistency across different sale locations. Drive operational efficiency, implement changes, and promote best practices to enhance client experience. Resolve client escalations and manage complaints promptly and effectively. Actively promote the Client Experience Department within the wider business. Collaborate with global teams to ensure consistent delivery of client experience and identify areas for improvement. Manage vendor relationships and ensure adherence to procedures and policies. Monitor and manage central data sources, facilitate audits, and implement necessary improvements. Support the team by resolving conflicts, handling non-standard agreements and complex issues. Contribute to company-wide initiatives and projects aligned with the overall strategy.Resource Allocation :
Champion the professional development of coordinators and identify talent for career progression. Manage overall client experience resources, balancing workload/business needs with staffing. Recruit, coach, and train the team, providing guidance and support. Manage overall resources and workload balancing across the business. Ensure adequate coverage and adherence to deadlines. Coordinate training programs for the team's professional development.Coordination and Communication:
Represent the Client Experience Luxury team in communications with other departments. Conduct regular meetings with the team to prioritize tasks and address departmental issues. Support Managers and Coordinators with complex issues as they arise.Policy and Process:
Act as a central point of contact for queries. Drive efficiency through process improvements and best practices. Ensure compliance with company directives, regulations, policies and guidelines. Coordinate Pre-sale, Post-sale and Shipping processes with regional offices.Training:
Manage new starter training programs. Develop ongoing training and development programs for Managers and Coordinators.IT:
Identify and prioritize IT requirements for enhancing client experience process. Coordinate testing, change management, and communications.Company Initiatives and Projects:
Contribute to initiatives and projects aligned with the company's strategy. Collaborate with stakeholders to improve processes and enhance the client experience.Requirements:
Bachelor's degree or higher with at least 8-10 years of experience in a related field. Strong management and leadership skills, capable of handling deadline pressures and high-tempo activities. Excellent communication skills and ability to work with clients and stakeholders. Solid understanding in operational optimization and standard process practice. Proficiency in IT systems and ability to adapt to new systems quickly. A team player with flexibility and a proactive attitude. Strong organizational skills and effective delegation abilities. Ability to work with and influence stakeholders at all levels. Fluency in English, Cantonese, and Mandarin is essential.To view our Candidate Privacy Notice for the US, please click here .
To view our Candidate Privacy Notice for the UK, Hong Kong, France and Switzerland, please click here .
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