Specialist, Client Care Team Lead

Job description

Specialist, Client Care Team Lead

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

About the role:

We are seeking a dedicated and motivated Client Care Team Lead to support the growth and success of our Client Care team at our Piscataway, NJ location. In this role, you will partner closely with the Manager, Client Care to ensure seamless daily operations, foster team engagement, and uphold the exceptional service standards CHANEL is known for. This is a unique opportunity to contribute to the future of luxury client interactions while developing your leadership skills in a dynamic environment. Our ideal candidate has at least 2 years of relevant experience, a passion for delivering outstanding customer experiences, and a commitment to inspiring a high-performing team. Join us and help redefine the art of client care!

What impact you can create at CHANEL:

Luxury Service Standards

·  Uphold and promote the highest standards of luxury service, ensuring all interactions align with the brand’s commitment to excellence.
·  Instill a client-centric mindset within the team by coaching them to understand and anticipate the unique needs of luxury clients.
·  Identify and implement opportunities to exceed client expectations, enhancing the overall experience through tailored service and innovative solutions.

Team Leadership and Development

·  Coaching and develop a team of Client Care Advisors.
·  Foster a positive and collaborative team culture, ensuring every interaction reflects the brand’s values and luxury standards.
·  Support the execution of training programs focused on proactive communication, attentiveness, and luxury client care.
·  Provide regular, constructive feedback to team members to support their professional growth and skill enhancement.
·  Propose and coordinate engagement activities to motivate, recognize, and foster a positive work environment the Client Care Advisors.

Operational Management

·  Support workforce management, including scheduling, to ensure optimal team coverage and seamless operations across multiple channels (retail and e-commerce).
·  Monitor service metrics and team performance, identifying trends and work with the Client Care Manager to ideate solutions to improve client satisfaction.
·  Utilize technology and tools to streamline workflows and optimize efficiency.
·  Collaborate with with third-party customer care center vendor to ensure seamless service.

Quality Assurance and Client Feedback

·  Monitor Voice of Client (VOC) surveys to help identify trends, strengths, and areas for improvement.
·  Provide formalized feedback on client interactions using a Quality Assurance (QA) scorecard.
·  Partner with the Client Care Manager to develop action plans based on QA and VOC insights to enhance client service delivery.

Client Escalation and Problem Resolution

·  Assist in the timely resolution of client concerns
·  Client’s direct point of contact for highly escalated issues
·  Collaborate with the Client Care Manager and internal departments or boutiques to address complex issues and deliver seamless solutions.
·  Raise trends in recurring client concerns and propose process improvements to enhance the client experience.

Collaboration and Communication

·  Collaborate with internal teams and external stakeholders to deliver a unified and seamless client experience.
·  Engage with boutique locations to gain insights into their unique needs and foster integration between channels.
·  Serve as a brand ambassador, consistently embodying the values and standards of the brand in interactions with team members, vendors, and clients.

Innovation and Continuous Improvement

·  Foster a culture of adaptability and continuous improvement, encouraging the team to embrace new technologies and processes.

Openness to Feedback and Coaching

·  Demonstrate a commitment to personal and professional growth by seeking feedback and embracing coaching opportunities.
·  Model continuous learning and a proactive approach to self-improvement, inspiring the same within the team.

You are energized by:

·  Thriving in a highly collaborative work environment, fostering strong connections with passionate teammates.
·  Navigating complexity and supporting consistent transformation and change within the operational landscape.
·  Exercising people leadership skills, with a focus on coaching and development of team members.
·  Connecting the dots on problems with a keen eye for details and expert problem perception.
·  Demonstrating a passion for personal growth and development.
·  Understanding the social media ecosystem and its impact on client care and brand representation.
·  Passionate about delivering an outstanding experience to luxury clients, ensuring a commitment to excellence.
·  Proven ability in problem-solving, remaining cool under pressure, and navigating challenging situations with resilience.

What you will bring to the team:

·  Experience in premium or luxury brands preferred
·  Background in Contact Center or Customer Service, bringing experience in understanding and meeting client needs.
·  Previous experience mentoring teams through coaching and consistent feedback, fostering professional development and growth.
·  Knowledgeable in CRM, and Quality programs, with proficiency in platforms such as Salesforce, Medalia, and Genisys (preferred).

Position Logistics:

·  Minimum 2 Years of experience in a related role
·  Bachelors Degree (preferred) or relevant experience in a related industry
·  The role will transition to a hybrid model in the Piscataway, NJ location after the team has been onboarded and stabilized.
·  Ability to travel to local CHANEL points of sale, as needed

Compensation:

·  The anticipated base salary range for this position is $61,400 through $95,000. Base salary is one component of the total compensation for this position. Other forms of variable pay may be offered for this position. Other components will include bonus potential, benefits, and/or perks.

Benefits and Perks:

·  Wellbeing resources include dedicated paid time off for wellbeing and a Wellbeing fund
·  Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
·  Generous paid time off policies to include vacation, holiday, sick and volunteer days
·  401K, pension and other incentives
·  Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
·  Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Flexible Time and Hybrid Work Options:

·  Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office.

*Chanel, Inc. reserves the right to edit, change, or make exceptions on designations where circumstances where deemed appropriate.

Additional Information:

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:

Diversity and Inclusion:

·  At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all.  We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
·  We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community:

·  CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
·  Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.

Sustainability:

·  CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
·  Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture:

·  We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.  US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel :

·  Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny.  Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.    
·  For more information, please navigate to the Fondation Chanel website here   

Career and Leadership Development:

·  We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.