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Head of Client Experience Luxury
1 month 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:
- 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.
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