Job Description

What you can bring into the team

Job Purpose:

• With the increasing expectations of clients and their behavior transformation, the very notion of service is transforming. Our Client Care Center is playing a key role in the client journey. We must provide best-in-class services to engage clients and prospects through all the different channels (calls, chats, emails.) while communicating what makes the Chanel Difference and ensuring a consistent and connected client experience across touchpoints, markets, divisions. Client Care China is looking for Top Talents from China and is keen with grooming talents to realize their potential and contribute to shape a unique and world-class experience for our clients of today and tomorrow.

Key Responsibilities:

Strategy Planning

• Understand the business essence behind data, get data insights under different service scenarios, find potential defects and opportunities, and provide data support for making decisions; Continuously improve various service operation and operation index systems based on business understanding and development needs; manage the department planning process.
• Lead the creation/development of service technology strategies, propose, and design the right technology implementation that align with the brand image and ambition.
• Identifying and driving advanced services evolution, for example AI implementation

Data Analysis & Reporting

• Design weekly and monthly reports, monitor, track, and analyze client care center related data in depth.
• Conduct in-depth analysis of client feedback, closely collaborate, and communicate with all relevant stakeholders to identify operational issues and provide improvement suggestions.
• Generate reports including summaries and recommendations, provide quantitative and qualitative feedback to business teams
• Draw implications from cases and provide voices of client to management team timely
• Ensure effective processes to capture insights through fruitful interactions between the team and clients; continuously drive the team to digest the figures and insights

Operations and Process Optimization

• Identifying and highlighting further opportunities for services and process improvements
• Ensure the efficient and effective deployment of client service processes, focusing on quality, consistency, and responsiveness across channels.
• Expert on contact center manpower scheduling, to optimize scheduling according to business and people needs
• Ensure delivery of Client KPIs targets including day-to-day service levels, client experience, quality measures and compliance measures
• Analyze performance measurement reports, embed a performance culture and relevant framework and review processes to drive achievements of service levels and improvements against set targets.

Business Partnership

• Be the key contact window of client care, engage in and facilitate key stakeholder discussions with divisions to understand, analyze and develop solutions to improve client experience
• To proactively organize and hold regular workshop with key division contacts in line with client expectations.
• As the key contact person for combining global service standard and reusable components for integration of system, and user interfaces, as well as China CC2.0 optimization to meet service requirements.

Project Management

• Act as PMO for all client care projects, drive advanced services evolution.
• Service as a liaison with other regions Client care team, manage and lead the key project assigned by global or regional.

People Management

• Create an effective two-way communication strategy and framework to keep talents updated, involved and engaged e.g. Daily Huddle sessions, regular one-to-one sessions & etc.
• Provide leadership and coaching for subordinates. Manage and maintain team morale and promote collaboration among teams
• Identify talent and strengths and provide the appropriate guidance for validation to develop the right capabilities in the team
• Being an inspirational leader and visible at all levels and champions a people-first, client- first culture.

Ad-hoc management tasks

• Handle tasks assigned by manager according to business needs

Person Specifications:

Qualifications

• Extremely strong on Excel and PPT and related digital tools, strong analytical, strategic-thinking skills, and data manipulation skills.
• Substantial understanding of operation principles, technologies, training, quality control, key performance indicators of contact center operations.
• Client focus driven with excellent relationship management skills, ability to think strategically.
• Excellent communication, presentation, negotiation, coaching and influencing skills。
• Proactive, self-driven, energetic with a positive attitude, ability to work autonomously and with advanced problem-solving skills. Curious and self-initiated learner。
• Capability of tackling multiple tasks with agility and efficiency under tight timelines and thrives under pressure.
• Team orientated, goal orientated, relationship builder and with adaptability to different personality types。
• Outstanding written and verbal communication skills in English。
• Experience is essential to succeed in this role. At least 10 years of relevant work experience in operational data analysis and strategy planning is needed。
• Accept flexible scheduling comfortable working with ambiguity

Academic / Professional Qualifications:

• Master’s degree is preferred but not essential.
• 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.