Client Experience Manager

**About us**:
Scanlan Theodore is continuously in search of passionate, dynamic and inspiring leaders who strive to be value-driven and support core strategies for the development, growth and shared vision for the company.

An industry leader, Scanlan Theodore continues to utilise superior fabrics and artisan techniques, moulding these timeless foundations with a contemporary perspective. Refined aesthetics and continued innovation are reflected through every asset of the organisation, seasonal collections, customer experience and culture.

**Your Opportunity**:
To manage the day to day operations of the Client Experience Team by providing leadership, direction and expertise across client relationships and communication initiatives. With a customer-centric focus and approach, this role is accountable for delivering onsite performance and commitment to achieving sales growth whilst executing the Scanlan Theodore business objectives, vision and purpose.

You will be focused on providing our clients with a personalised customer service experience by having the ability to communicate and listen effectively, analyse and solve problems whilst maintaining company policies and procedures. To actively manage, contribute and implement the omni-channel customer experience strategy and identify key opportunities through insights and reporting.

**Key Responsibilities**:

- Coordinate and lead the day-to-day activities of the client experience team ensuring the provision of exceptional and personalised customer service to clients and boutique retail teams.
- Develop and execute the global client experience strategy and project roadmap for short-, medium
- and long-term initiatives.
- Provide high quality leadership, training, coaching, support and development for direct reports.
- Responsible for the management and maintenance of the Zendesk system, including client communication, boutique support and the provision of training and onboarding support to employees.
- Develop and maintain relationships with all Scanlan Theodore clients; nurture existing relationships with VIP clients.
- Together with the Head of Digital & Ecommerce, develop and administer policies and procedures that drive efficiencies in communication, operations and workflow activities.
- Delegate, resolve and investigate customer enquiries, including draft invoices, inventory, troubleshooting, complaints, shipping delays, returns and general enquiries, in a timely manner.
- Monitor industry standards ensuring organisational relevancy in client communication, provide recommendations on the investment of new digital technologies and processes, with the intention to improve performance.
- Minimum 2 years’ experience in a similar role, ideally within luxury fashion.
- Exposure to online retail with particular use of Shopify, Apparel21 and Zendesk or similar is advantageous.
- Advanced understanding of retail law in relation to sale of goods, faulty goods, refunds, pricing and service expectations.
- Exceptional customer experience skills, demonstrates clear problem-solving and resolution skills.
- Well-developed organisational and time management skills, outstanding attention to detail and demonstrated experience and ability to complete tasks with pressing timeframes.
- Excellent written and verbal communication skills, with the ability to develop and maintain effective relationships.
- Advanced computer skills in a range of programs including accurate data-entry and the Microsoft suite of programs.
- Demonstrated capacity to work flexibly and have the ability to manage competing demands.
- Proactive and agile approach to role as the company expands.

We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates. We are seeking to recruit, promote and reward our teams according to their professional aspirations, contribution, achievements, and commitment to our values.

Prior to commencing employment in this position, you will need to provide two references, full working rights and complete a police check.