담당업무

JOB DUTIES & RESPONSIBILITIES

Identify 3-5 key areas of accountability and outputs of the position in order of importance.

O Client Service Center business operation

- CS center management: service level and process improvement

- Client service planning in align with Central projects, KPI, budget and digital CRM.

- Set key strategies and initiatives to provide excellent client service

- CS Sales enhancement by customer tiers and product categories

- Manage sales turnover, quality and productivity on daily / weekly / monthly / yearly basis

- Develop monthly promotions and right incentive plans to motivate client advisors

O Project management

- Overall company related, enhancement on CS system

- Client service projects implementation (Clienteling Solution, Digital Client Personal Advisor Program, Live Streaming Service, etc.)

- Design and shape the next CS organization for digital client development

O People management

- Drive CS managerial meetings and training (ex. Daily morning briefing, product trainings, Call Quality coaching…)

- CS Team manager’s performance monitoring, Onsite coaching and mentoring people to develop competency and skills

- Improve CS advisor’s service to next level and manage complaints handling

- HC management: Budget HC, rostering based on seasonal or product launching and hiring right staffs, training

O Relationship management with other parties

- Collaboration with cross functional teams: Logistics/IS&T/Human resources/ Store manager at monthly touch base for each

- Collaboration with central team in order to input local needs: bimonthly Digital Conference Call, Quarterly Business review with Central, workshop, seminar

O Reporting

- Weekly/Monthly report on sales, call KPIs, and other related topics

- Sales forecast to Retail Operations, Accounting, and Warehouse in line with e-com

자격요건

ㆍ학력 : 대졸이상

ㆍ경력 : 경력10년↑

- University graduate with Bachelor’s degree minimum

- Minimum 10 years of experience in management position of retail business or Luxury business or in Call Center

- CS Project management skills

- Language: Business fluency in both Korean and English

- Solid leadership with mature and people focused mindset

- Client oriented mindset with commerciality

- Good communication and negotiation skill

- Full knowledge of retail or luxury business

- Computer literacy in business systems and ability to learn new system quickly

- Good knowledge of PC (Excel/Access/PowerPoint)

- Ability to prioritize and work under pressure to meet deadlines

우대사항

ㆍ컴퓨터활용능력 우수자

ㆍ영어능통자(원어민수준)

ㆍ관련 학과 전공자

ㆍ관련 자격증 보유자

ㆍ리더쉽 소유자

ㆍ유관업무 경력자