Client Relations Team Leader, SEA

The Objective

As the operational lead for our Luxury Experience Hub, you will oversee a dedicated team of Product Specialists. Your primary goal is to mentor the team in delivering white-glove service that exceeds established performance benchmarks and upholds our group’s prestige.

The Opportunity

You will act as the bridge between regional operations and our international brand portfolio.

Core Accountabilities:

• Team Mentorship: Function as the primary technical and procedural expert for your team, resolving complex queries and providing high-level guidance on systems and luxury protocols.
• Service Strategy: Partner with the Regional Director to analyze client sentiment, troubleshoot service gaps, and implement sophisticated solutions to enhance the customer journey.
• Multichannel Oversight: Direct all client engagements across digital platforms, social media, and voice channels, ensuring seamless integration of digital sales and high-touch support.
• Capabilities Development: Work alongside our training department to identify skill gaps and execute professional development plans that drive conversion and service loyalty.
• Data-Driven Leadership: Utilize workforce metrics and qualitative audits to drive team performance, conducting frequent check-ins to monitor progress against organizational goals.

• Relevant Experience: A background in supervising high-volume customer experience teams, ideally within the Premium Retail or Luxury E-commerce space.
• Technical Stack: Advanced proficiency in modern CRM ecosystems—specifically Salesforce—including interaction management and integrated communication tools.
• Resource Planning: Practical knowledge of Workforce Management (WFM) tools, including sophisticated roster scheduling and headcount optimization.
• Quality Focus: A track record of implementing continuous improvement strategies and quality assurance frameworks.
• Stakeholder Management: Exceptional interpersonal skills with the ability to foster collaboration across a diverse, multi-brand environment.
• Communication: Refined verbal and written skills, capable of representing a high-end brand with poise and professionalism.