CELINE is a fast-growing French and Leather-Goods Couture House that belongs to LVMH group driven by a new holistic and creative project led by Hedi Slimane, its Artistic, Creative and Image Director.

CELINE’s ambition is to become one of the most iconic luxury brands worldwide.

To make this vision a reality we are looking for enthusiastic, agile and passionate personalities who are eager to evolve in a demanding environment.

As a Client Services Manager, you will be the interface between CELINE Business Department and the Client Service Center, covering both retail network and E-Commerce area in offering the highest level of service as well as implementing high value services of the Maison.

• Ensure coordination between the overall CELINE US strategy & day-to-day operations of the csc
• Adapt & upgrade CELINE’s internal customer relations processes to match us market specificities
• Ensure that the tone of the voice is adequate with the universe of CELINE and set everything in place (trainings, brand inductions, materials, “live my life” pairings…) to ensure quality of our service, consistent with the retail/ecommerce channels
• Be accountable for CELINE fraud management knowledge & act as the ultimate decision maker on open fraud cases. Contributes to the fraud rules improvements with CELINE HQ and the supplier.
• Be the guide in acting as the first partner in client experience for questions, issues, critical cases, and irate clients. You will also be the primary contact for online VIP / VIC management. Lead the commercial gestures.
• Be the coordinator between e-commerce pilot stores & the CSC. Set & improve processes. Collaborate with the E-Commerce Operations Manager.
• Support CSC teams to ensure a high level of selling capability from advisors (mentoring, product knowledge, cross selling techniques…)
• Plan commercial activities with CSC (outbound communication plan) coinciding with retail actions plans and define scripts & email templates for CELINE specific activities
• Define remote sales strategy & achieve sales and client satisfaction targets
• Calibrate the team’s evaluation process (according to CELINE criteria), be contributor of the evaluations
• Plans & sets teams’ timetables & planning based on the budget and projects/adapts and anticipates the business needs into production.

In this role, you will lead all aspects of the managerial overview from team development to brand-specific quality assurance. You will act as a team leader ensuring the following activities:

• Motivating and mentoring all reports on the Client Services team, ensuring training and development plans are maintained for all team members
• Meet critical metrics in the frame of our omnichannel clienteling approach (quality is a requirement)
• Keeping up to date with business development, new product lines collection as well as new processes, ensuring a personalized advice to the customer
• Handle day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Set marketing actions and support the teams for any clienteling actions: outbound clienteling campaigns calls, emails chat, …as well as set specific actions to meet sales targets
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Lead and encourage the team of advisors to deliver excellent levels of individual/team performance and customer satisfactio
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Prioritizes the team planning in line with the budget (vacations / time table)
• Advances any appropriate problems to senior management
• Assists management with hiring processes & new comers training
• Define and set-up specific reporting for CELINE. Follow the CSC performance & act as first link with the e commerce teams to set up corrective actions / action plan.
• Be first line of contact for fast response crisis management through the csc
• Acts as a coordinator with central clienteling team to align strategy & processes between the different regions.

• 5-10 years experienced in similar position, luxury fashion brand
• Excellent communication, organizational & relationships building skills
• Experience in team management & knowledge of E-commerce platforms
• Service driven & highly client focused
• Results driven & pragmatic
• English proficient.

WORKPLACE: 598 MADISON AVENUE NEW YORK, NY

Our Engagement:
CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talent and singularities.