Job Description:As the Global Client Services Manager, you will lead and oversee both a small internal team and an outsourced partner to deliver best-in-class client service, ensuring the needs of clients outside our stores are being satisfied.
Acting as the first line of response for all inbound client and prospect enquiries, your team will be instrumental in shaping a seamless, emotionally resonant experience for our global clientele—including our China ecosystem—while ensuring operational excellence, brand integrity, and cultural relevancy.
Your channel management will be underpinned by Salesforce, enabling a single, unified view of the client and supporting personalisation and continuity across interactions.
You will work closely with the Head of Client and CRM to continuously enhance the client journey across touchpoints, supporting a seamless, client-centric omnichannel experience.
Key Responsibilities:
Lead, mentor, and develop the team while ensuring all service levels (SLAs) are consistently met and exceeded. Oversee the team’s role as the first point of contact for all inbound client and prospect enquiries across Livechat, inbound calls, call-backs, email, website enquiries, social media direct messages, and across the China-specific WeChat and WeCom ecosystem. Ensure the consistent delivery of luxury-standard, omnichannel service, characterised by warmth, attentiveness, and precision. Champion the strategic integration of WeCom for China, driving personalised service, lead-capture, and relationship management at scale (adhering to PIPL). Utilise Salesforce as the central Client Services and CRM platform, ensuring data is captured and leveraged to maintain a single view of the client and elevate service experiences. Personally manage and oversee the resolution of complex or escalated client concerns and complaints with grace, empathy, and a solutions-oriented approach – speaking directly with clients as required. Own and maintain the Client Services Knowledge Base, ensuring it reflects current business practices, product launches, and service guidelines to enable swift, accurate, and consistent responses. Support seamless lead qualification and handoff to Retail and eCommerce teams, ensuring continuity, personalisation, and a high-conversion experience. Manage aftersales and appointment bookings, ensuring every client interaction is curated with care and excellence. Collaborate cross-functionally with Retail, CRM, Marketing, and eCommerce teams to deliver a fully integrated and culturally attuned client journey. Lead reporting and insights for Client Services, tracking key metrics like KPIs, SLAs, client feedback, and platform engagement, and use these insights to improve strategy and service delivery. Qualifications:What You’ll Do
Act Like an Owner: Take responsibility for the delivery of luxury-standard client services ensuring alignment with business expectations. Create Clarity: Clearly define objectives, expectations, and standards for client services elements. Communicate effectively to ensure alignment and understanding across teams. Empower Teams: Foster a collaborative environment where team members are encouraged to innovate and take ownership of their work. Support and enable colleagues to perform at their best. Succeed Together: Build strong cross-functional relationships to ensure cohesive and successful execution of client and ecommerce initiatives. Challenge Conventions: Continuously seek and implement innovative solutions to enhance the client and omnichannel experience. Be open to new ways of thinking and encourage creativity within the team. Who You Are
Experience in managing a client services function within luxury, retail, hospitality, or high touch client environment. Exceptional communication, client centric and cultural sensitivity skills. Proactive, result-driven, and collaborative. Experienced in Salesforce and knowledge in the China digital landscape (WeCom advantageous) High attention to detail and commercial acumen. Ability to make informed decisions and drive continuous improvement. Adaptable and able to thrive in a fast-paced environment, with multiple stakeholders. Demonstrates a proactive and accountable mindset. Strong problem-solving abilities and a strategic mindset. Innovative thinker with a passion for enhancing customer experiences. Values craftsmanship, innovation, and a client-first approach. Committed to fostering a positive and inclusive work environment. Consistently striving for excellence and continuous improvement. Celebrates achievements, learns from challenges and contributes to a positive work environment.