Job Role : Omnichannel Client Experience Coordinator
Reporting to:
Omnichannel Customer Services Manager The role of the Client Experience Coordinator is to inspire the Customer Services Team to create an online shopping experience like no other. You will be responsible for developing and enhancing the client experience online and driving engagement initiatives to boost sales via the Customer Services team. This includes spearheading initiatives that aim to improve client loyalty and retention, as well as the post-purchase experience. The candidate should be passionate about improving the online client experience and providing solutions to connect the digital with the physical by participating in the roll-out of global projects that create seamless client journeys. They should have multiple sales channels and/or Customer Service experience, and be a dynamic and meticulous individual, with strong interpersonal and problem-solving skills, as well as an enthusiastic and proactive approach to the job and a team-player mindset. Responsibilities:
Coordinate and implement product training and sales through service initiatives for the Customer Service team. Work alongside the Director of Omnichannel Operations and Omnichannel Customer Service Manager to define the overarching sales strategy and monthly Customer Service sales targets. Motivate and drive the team to achieve this through incentive ideas. Increase the spend of individual clients and develop customer loyalty by training the Customer Service team to understand their needs and cross-/up-selling. Act as a champion for the voice of the customer, looking for areas of improvement in our Omnichannel Services journey. Develop a deep understanding of our brand, products, and services to create innovative solutions for our clients, working alongside our Retail Excellence, Private Client, and Ecommerce Trade teams. Work alongside our CRM and Marketing teams to create and drive Customer Engagement initiatives. Benchmark against competitors to feed into the strategic development of the client experience. Implement and submit weekly and monthly reports on the growth of sales for the Customer Services team, providing relevant feedback and customer insights. Skills:
Previous experience in a results-driven multi-channel ecommerce environment as well as luxury retail preferred. Strong understanding of online and offline customer journeys. Knowledge of ecommerce disciplines, channels, and platforms are a plus. Strong focus on delivering an exceptional customer experience. Demonstrate a passion for the brand. Commercially minded and extremely driven. Excellent written and spoken communication skills in English. Knowledge of additional language(s) is a plus. Have a sense of urgency and the ability to work under pressure, handle challenging situations, and swiftly deal with changing needs. Ability to drive and lead projects, multitask, and prioritize. Strong attention to detail and time management skills. An excellent team player, with a flexible working attitude at all times, paired with strong communication and networking skills. Self-starter with a high degree of initiative, with the ability to contribute to projects, multitask, and prioritize. Confident with all Microsoft packages. Experience of using analytical tools (e.g. Google Analytics), order management tools (SAP), and Customer Services tools (Zendesk) is a plus. Technical experience particularly with automated data feeds, piloting, and testing new technologies, is also a plus. — At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V
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Omnichannel Customer Services Manager The role of the Client Experience Coordinator is to inspire the Customer Services Team to create an online shopping experience like no other. You will be responsible for developing and enhancing the client experience online and driving engagement initiatives to boost sales via the Customer Services team. This includes spearheading initiatives that aim to improve client loyalty and retention, as well as the post-purchase experience. The candidate should be passionate about improving the online client experience and providing solutions to connect the digital with the physical by participating in the roll-out of global projects that create seamless client journeys. They should have multiple sales channels and/or Customer Service experience, and be a dynamic and meticulous individual, with strong interpersonal and problem-solving skills, as well as an enthusiastic and proactive approach to the job and a team-player mindset. Responsibilities:
Coordinate and implement product training and sales through service initiatives for the Customer Service team. Work alongside the Director of Omnichannel Operations and Omnichannel Customer Service Manager to define the overarching sales strategy and monthly Customer Service sales targets. Motivate and drive the team to achieve this through incentive ideas. Increase the spend of individual clients and develop customer loyalty by training the Customer Service team to understand their needs and cross-/up-selling. Act as a champion for the voice of the customer, looking for areas of improvement in our Omnichannel Services journey. Develop a deep understanding of our brand, products, and services to create innovative solutions for our clients, working alongside our Retail Excellence, Private Client, and Ecommerce Trade teams. Work alongside our CRM and Marketing teams to create and drive Customer Engagement initiatives. Benchmark against competitors to feed into the strategic development of the client experience. Implement and submit weekly and monthly reports on the growth of sales for the Customer Services team, providing relevant feedback and customer insights. Skills:
Previous experience in a results-driven multi-channel ecommerce environment as well as luxury retail preferred. Strong understanding of online and offline customer journeys. Knowledge of ecommerce disciplines, channels, and platforms are a plus. Strong focus on delivering an exceptional customer experience. Demonstrate a passion for the brand. Commercially minded and extremely driven. Excellent written and spoken communication skills in English. Knowledge of additional language(s) is a plus. Have a sense of urgency and the ability to work under pressure, handle challenging situations, and swiftly deal with changing needs. Ability to drive and lead projects, multitask, and prioritize. Strong attention to detail and time management skills. An excellent team player, with a flexible working attitude at all times, paired with strong communication and networking skills. Self-starter with a high degree of initiative, with the ability to contribute to projects, multitask, and prioritize. Confident with all Microsoft packages. Experience of using analytical tools (e.g. Google Analytics), order management tools (SAP), and Customer Services tools (Zendesk) is a plus. Technical experience particularly with automated data feeds, piloting, and testing new technologies, is also a plus. — At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V
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