Specialist, Client Care Team Lead

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.
• Navigat