Senior Client Service Manager
丝芙兰（上海）化妆品销售有限公司
- 公司性质：合资(欧美)
- 公司行业：快速消费品(食品、饮料、化妆品)
职位信息
- 发布日期：2013-05-14
- 工作地点：上海
- 招聘人数：若干
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：宾客服务经理
职位描述
Duties and Responsibilities:
Overall Role & Responsibility of the Senior Client Service Manager is to create an Emotional Relationship with Sephora Consumers through Personalized, Relevant & Luxurious experience within the Sephora Shanghai Mega Store.
1. To create an Experience Strategy based on a clear understanding of the Sephora Consumer habits, Profile & category usage.
2. The Management of Services offered within the Store with clear processes & high quality communication with all consumers & internal staff who execute the service ensuring the highest standards of delivery & customer satisfaction
3. To develop After Service Program to ensure the measurement of Customer Satisfaction & a structured follow up on high potential/loyal & VIP customers.
4. Through thorough analysis of the CRM customer profile & performance within the store, the development & management of the store's valuable CRM consumer base with strong personalized CRM communication.
5. To create a Personalized Services program for Top VIPs & CRM members based on CRM Data understanding & personal relationship management
6. To develop Service Standards Manual and Training Program for the Client Service Team & Store Staff.
7. To develop an integrated VIP Event program using the designated animation spaces within the store.
8. Bridge for Shopping Guiding the customer across all the floors to deliver the best expertize via the S&P team.
9. To work closely with the S&P team to ensure strong & cohesive service delivered to customers within the store.
10. To lead a team of 5 staff with strong leadership and high standards of service & offering Sephora customers the ultimate experience.
11. To create a harmonious working atmosphere and be able to retain team member.
12. Plan and make the roster of all service team member according to store real needs.
13. All other assigned tasks.
Qualifications:
5-8 year's experience in the Hospitality or Retail industry with direct responsibility for Customer Service
Strong understanding of Beauty Categories & Usage
Experience & Understanding of Customer Relation Management
Passion for Customer
Detail driven, especially in terms of customer experience
Supervision: Reporting to the Mega Store Director
Subordinates: Managing a team of 5 team, one for CRM, 3 Service & 1 Client Officer
Overall Role & Responsibility of the Senior Client Service Manager is to create an Emotional Relationship with Sephora Consumers through Personalized, Relevant & Luxurious experience within the Sephora Shanghai Mega Store.
1. To create an Experience Strategy based on a clear understanding of the Sephora Consumer habits, Profile & category usage.
2. The Management of Services offered within the Store with clear processes & high quality communication with all consumers & internal staff who execute the service ensuring the highest standards of delivery & customer satisfaction
3. To develop After Service Program to ensure the measurement of Customer Satisfaction & a structured follow up on high potential/loyal & VIP customers.
4. Through thorough analysis of the CRM customer profile & performance within the store, the development & management of the store's valuable CRM consumer base with strong personalized CRM communication.
5. To create a Personalized Services program for Top VIPs & CRM members based on CRM Data understanding & personal relationship management
6. To develop Service Standards Manual and Training Program for the Client Service Team & Store Staff.
7. To develop an integrated VIP Event program using the designated animation spaces within the store.
8. Bridge for Shopping Guiding the customer across all the floors to deliver the best expertize via the S&P team.
9. To work closely with the S&P team to ensure strong & cohesive service delivered to customers within the store.
10. To lead a team of 5 staff with strong leadership and high standards of service & offering Sephora customers the ultimate experience.
11. To create a harmonious working atmosphere and be able to retain team member.
12. Plan and make the roster of all service team member according to store real needs.
13. All other assigned tasks.
Qualifications:
5-8 year's experience in the Hospitality or Retail industry with direct responsibility for Customer Service
Strong understanding of Beauty Categories & Usage
Experience & Understanding of Customer Relation Management
Passion for Customer
Detail driven, especially in terms of customer experience
Supervision: Reporting to the Mega Store Director
Subordinates: Managing a team of 5 team, one for CRM, 3 Service & 1 Client Officer
公司介绍
丝芙兰--备受全球消费者挚爱的美力社区，始终致力于为消费者及品牌提供最独特的零售体验，鼓励他们自由大胆地探索及创造自我美力。
1969年，丝芙兰由多米尼克？曼东诺德(Dominique Mandonnaud)在法国创立，带来突破及创新的品牌理念，与一众品牌伙伴建立了紧密的合作关系——经典大牌、独立小众品牌、新晋潮流品牌以及好评如潮的丝芙兰自有品牌组成美妆矩阵，为消费者提供多元选择，引领消费者感知姿态万千的美力世界。
全球高端美妆零售商，于1997年加入全球奢侈品巨头 – 法国路威酩轩集团Moet Hennessy – Louis Vuitton(以下简称LVMH). LVMH旗下拥有近70个各具特色的著名品牌。集团主要业务包括葡萄酒和烈酒、时装和皮革制品、香水和化妆品、钟表和珠宝及精品零售五个领域。品牌包括酩悦香槟，路易威登，思琳，迪奥，斐登，真力时和泰格豪雅等等。
1969年，丝芙兰由多米尼克？曼东诺德(Dominique Mandonnaud)在法国创立，带来突破及创新的品牌理念，与一众品牌伙伴建立了紧密的合作关系——经典大牌、独立小众品牌、新晋潮流品牌以及好评如潮的丝芙兰自有品牌组成美妆矩阵，为消费者提供多元选择，引领消费者感知姿态万千的美力世界。
全球高端美妆零售商，于1997年加入全球奢侈品巨头 – 法国路威酩轩集团Moet Hennessy – Louis Vuitton(以下简称LVMH). LVMH旗下拥有近70个各具特色的著名品牌。集团主要业务包括葡萄酒和烈酒、时装和皮革制品、香水和化妆品、钟表和珠宝及精品零售五个领域。品牌包括酩悦香槟，路易威登，思琳，迪奥，斐登，真力时和泰格豪雅等等。