AIM

Actively support Client Experience journey within Moncler Group, ensuring a cross-channels Client satisfaction, by making sure that the technical assistance and spares supply services are carried out, both while the product is under guarantee and later, by the internal and/or external assistance networks. Provide a personalized best-in-class service for clients, understanding the needs of Moncler and Stone Island client.

RESPONSIBILITIES

ᆞ    Manage and implement After Sales & Client Services, following Moncler Group HQ guidelines, ensuring the integration between Headquarter and Region in a client satisfaction point of view.

ᆞ    Monthly and quarterly review Client Service KPIs to ensure qualitative service level.

ᆞ    Ensure the effective functioning of After Sales & Client Services and the capability of solving technical issues, collect and manage all the After Sales & Client requests coming from Moncler and Stone Island’s multi-channel business, while coordinating internal/external service-points

ᆞ    Guarantee development and improvement of After Sales & Client Services supplied by the technical assistance network, implement processes and procedures in alignment with Corporate’ specifications, as a function of client necessities and requests.

ᆞ    Provide an adequate support and basic technical training to all Moncler and Stone Island functions involved in After Sales & Client Service activities and processes and a specific assistance to the service-points.

ᆞ    Identify and implement After Sales & Client Service processes to supervise and organize the necessary internal/external service-points and participate with Corporate divisions involved in solutions “up-stream”

ᆞ    Ensure that internal/external service-points are able to provide an adequate After Sales & Client Service and a timing response towards client’s needs.’

ᆞ    Manage and coordinate the internal/external service-points, define a catalogue of accessories, and guarantee the optimal level of spares to satisfy the supply to regional dealer / service-point and carry out related pricing.

ᆞ    Ensure management of mail communication in relation to clients’ questions and complaints, while ensuring management of product guarantee services.

ᆞ    Analyze and guarantee the definition of meaningful indicators of the defect rate of products, to be given to HQ, so that any modifications may be carried out, signal product anomalies to the sales network and arrange updating methodologies.

ᆞ    Manage the technical side of litigation cases, while supporting the internal interested actors based on Moncler and Stone Island’s multichannel system

ᆞ    Identify strategic opportunities via ongoing analysis of the market, customer feedback, own and competitor performance.

ᆞ    Establish CS team and procedure for all e-commerce channels support.

ᆞ    Define and control the annual After Sales & Client Service Budget at regional level

SKILL & KNOWLEDGE

ᆞ    Bachelor’s degree with minimum 7 years working experience in related filed.

ᆞ    Good English communication skills both spoken and written.

ᆞ    High flexibility, fast learning, wide mindset, cultural understanding and good team work/spirit.

ᆞ    Hands on mentality and attendance to solve problems on customer site