オムニチャネル・クライアントサービスマネージャー/ Omnichannel & Client Services Manager

A global luxury group is seeking an Omnichannel & Client Services Manager. The successful candidate will drive commercial performance, develop high-performing teams, oversee omnichannel operations and lead transformation initiatives to deliver exceptional luxury client experiences and sustainable business growth.

Responsibilities:

• Develop and execute the Japan Client Services commercial strategy to drive sales growth, conversion and clienteling performance
• Monitor KPIs and implement improvement initiatives to achieve commercial, operational and service targets
• Manage complex client escalations while protecting client relationships and brand reputation
• Lead, coach and develop the Client Services team, including performance management, recruitment, onboarding and succession planning
• Oversee daily omnichannel operations across phone, email, chat, digital orders, virtual selling and clienteling
• Ensure operational excellence across client data, order management, repairs, reservations, transfers and fraud prevention
• Maintain compliance with company policies, procedures, controls and luxury service standards
• Analyse client feedback and operational performance to improve the end-to-end client experience
• Lead local transformation initiatives, including the implementation of new processes, technologies and tools
• Drive change management and identify opportunities to improve operational efficiency and service quality
• Monitor luxury market trends, client expectations and competitor activities to identify commercial opportunities
• Provide HQ, regional leadership and business units with actionable market insights and recommendations
• Build strong cross-functional relationships with Retail, E-commerce, IS&T, Finance, Logistics, Operations and HR
• Represent Client Services in business initiatives and provide timely reporting on performance, risks and opportunities

Requirements:

• More than 5 years of experience in client services, omnichannel, retail, e-commerce or a similar customer-facing environment, including people management responsibility
• Proven track record of leading teams against service, operational and commercial targets
• Experience driving sales growth, clienteling and customer engagement initiatives
• Experience in change management, business transformation or process improvement projects
• Strong understanding of the Japan luxury market, client expectations and retail environment
• Hands-on leadership approach with a focus on client experience, people development and operational excellence
• Fluent level Japanese and English

About the Company:

A leading global luxury goods group managing a portfolio of prestigious fashion, leather goods, jewellery and lifestyle brands. The company operates across the luxury fashion industry, with a focus on craftsmanship, creativity, brand heritage and sustainable development.

Keywords:

オムニチャネル, クライアントサービス, ラグジュアリー, カスタマーエクスペリエンス, リテールマネジメント, 顧客管理, クライアンテリング, チームマネジメント, 業務改善, デジタルトランスフォーメーション, 求人, 外資系

Job Ref: M796UN