SAINT LAURENT CDI EMEA Client Service Ambassador H/F

Job description

ABOUT SAINT LAURENT Founded in 1961, Yves Saint Laurent was the first fashion house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, synonymous with youth and freedom. This change represented a crucial first step in the modernisation of fashion and revolutionised the socio-cultural landscape. In 1999, the luxury division of the Kering Group acquired the house of Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position it at the top of the luxury universe. Today, the Saint Laurent collections include women's and men's ready-to-wear, shoes, bags, small leather goods, jewellery, scarves, ties and eyewear.

ROLE

As part of the Client Service team, your mission is  to accompany our clients throughout the full purchase journey (from discovery to after sales) and maintain a high level of customer satisfaction and retention.

As Client Service Ambassador, you will actively contribute to promoting the brand image and its values by providing qualitative and personalized advice throughout all channels ( E-Business, Retail, Franchises and Wholesale) and interactions with our clients.

  

You will foster strong relationships with stores to ensure an overall positive client experience.

You will be a key contact for escalations, deliver appropriate solutions while strengthening the relationship with our clients.

You will communicate customer insights and feedback to the relevant departments to ensure the feedback is being actioned on.

You will manage several channels of communication (telephone, email, and chat) keeping in mind your personal targets as well as our team KPIs.

You will develop the omnichannel sales through the distant sales tools.

MISSIONS

He/she will be responsible for :

BRAND IMAGE

·  Assisting in the development of a seamless omni-channel experience ensuring consistency, quality and reactivity for all clients in collaboration with our HQ and the EMEA leadership team
·  Mastering Brand policies and procedures and ensure compliance throughout all channels and interactions
·  Acting as brand ambassador

OPERATIONS/ PROCESS

·  Handling client inquiries, complaints and service for ysl.com as well as our stores and manage after sales requests
·  Ensuring an exceptional and personalized Client Experience by telephone, live-chat and email
·  Following-up and liaising with other departments to meet Client requests.
·  Escalating incidents as appropriate
·  Meeting individual and team KPIs
·  Capturing accurate client data

CLIENT/BUSINESS DEVELOPMENT

·  Developing the business and client base by cultivating a strong client relationship with trust and open and interactive communication.
·  Sharing client feedback with the appropriate departments to improve processes, services, quality, etc.  

PROFILE

·  Enthusiasm for the Brand and the Fashion Industry
·  Client oriented with an excellent sense of service quality (go the extra mile spirit)
·  Strong listening skills with a positive mind set.
·  Commercial mindset
·  Excellent written and verbal skills in Italian + English/French
·  Excellent organizational skills
·  At ease with online tools and openness to new technologies 
·  Team player
·  Fast learner
·  Problem solver-ability to multitask.
·  Resistance to stress
·  Schedule flexibility
·  Previous experience in store retail sales or service industry appreciated

Saint Laurent s'est engagé à constituer une main-d'œuvre diversifiée. Nous croyons que la diversité sous toutes ses formes - sexe, âge, nationalité, culture, croyances religieuses et orientation sexuelle - enrichit le lieu de travail. Elle offre aux gens des possibilités d'exprimer leur talent, tant individuellement que collectivement, et elle contribue à favoriser notre capacité à nous adapter à un monde en mutation. En tant qu'employeur soucieux de l'égalité des chances, nous accueillons et examinons les candidatures de tous les candidats qualifiés, quelle que soit leur origine.

·  Full time
·  Europe
·  France