Client Service Professional
On-siteSeoul, Seoul, South Korea
Job Summary
Lead global and regional teams to develop the CHANEL & moi strategic roadmap, ensuring local relevance and alignment with service initiatives from launch through post-launch performance tracking. Manage end-to-end execution of multi-dimensional surveys including CSS, VOC, and after-sales programs, overseeing dashboards for data integrity and delivering monthly analysis reports to translate feedback into actionable solutions. Conduct regular diagnostics of boutique after-sales services, identify operational bottlenecks, and optimize workflows to enhance efficiency while supporting the launch of the ACET tool. Demonstrate deep clienteling best practices across boutique operations, embed training for teams, and utilize digital tools for personalized outreach. Monitor service quality metrics, drive enhancement measures, and co-work with stakeholders to change boutique experiences. Minimum 5-8 years in luxury retail client services and project management required.
Required Qualifications
- Minimum 5-8 years' experience in relevant client services, retail operations, project management with luxury retail environment
- Proven track record managing end-to-end service initiatives, including survey program management, after-sales operations, and clienteling
- Strong analytical skills and experience delivering training, leading cross-functional teams, and driving the adoption of new practices across multiple boutiques or regions
- Demonstrated executive presence, structured thinking, and sound judgment in resolving complex issues and engaging diverse stakeholders
- Capability to adopt digital tools (including eDM set-up, mms/kakao set up, Salesforce Marketing Cloud modules and other new tools) with openness
- Fluency in English and Korean
Desired Qualifications
- Extensive experience in project management both digital and physical, with a track record of successful initiative implementation
- Excellent analytical skills and proven communication abilities, including experience delivering impactful training/meetings and effectively infusing new practices across boutique teams and diverse stakeholders
- Systematic knowledge of digital communication tools and platforms, with the ability to leverage technology for enhanced client engagement, internal collaboration, and operational efficiency
- Proven ability to resolve complex issues within relevant functional areas and areas of expertise by engaging key stakeholders
- Strong business and financial acumen with budget management
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