
Customer Experience Manager
3 days ago
At Prada, we're looking for a Customer Experience Manager who can guarantee an extraordinary and memorable luxury customer experience.
The ideal candidate will place the client above all, discovering their needs and expectations, fostering meaningful relationships, and serving as a brand ambassador.
Key Responsibilities
- Create a welcoming environment and strive to meet every client's need and request, providing excellence in service according to the 'client journey ceremony.'
- Drive sales growth by exceeding individual targets and maximizing own sales performances, contributing to the store's success.
- Ensure high-quality sales and customer service by achieving KPI goals.
- Demonstrate exceptional knowledge of products, as well as Prada's history, culture, and DNA.
- Capture client data into the CRM to connect with clients, maintain relationships, and offer personalized approaches.
- Embrace and promote an Omni Channel mindset.
- Maintain a deep understanding of luxury fashion trends and competitors to advise clients effectively.
- Take ownership of resolving client complaints and work closely with the line manager and Client Service team when necessary.
- Show the highest level of care and respect for products.
- Utilize company digital tools to provide a complete and integrated luxury experience.
- Host client appointments in person or virtually using technology.
- Work in synergy with the Back of House, participating in daily operations and maintaining an organized stock room.
- Act in compliance with company procedures on operational guidelines, security, cash activities, inventory, logistics, and main reporting activities requested by head office.
- Foster open communication and collaboration with colleagues to ensure a consistent exceptional experience and contribute to a positive working environment.
Required Skills and Qualifications
- Experience in a similar role.
- Passion for human relations and sales.
- Problem-solving skills, curiosity, and interest in luxury/fashion, art, and design.
- Ability to build long-lasting relationships with clients.
- Strong teamwork and independence skills.
- Excellent communication and interpersonal skills.
- Possession of passion and knowledge in the managed product category.
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