Fendi Director of Omnichannel Client Relations

New York • USA

Thursday, October 23, 2025

Fendi, a prestigious name in the luxury fashion industry, is a part of the LVMH Group, a global leader in high-quality products. Fendi is renowned for its commitment to excellence, innovation, and creativity. As an employer, Fendi is dedicated to fostering an inclusive environment that values diversity and encourages professional growth and development.

1. Lead and develop a team of managers and client advisors to deliver a consistent client service experience.
2. Develop the 'Digital Private Client Advisor' Program to enhance high-value digital client engagement.
3. Coach team managers to cultivate a motivated and accountable team culture.
4. Collaborate with the VP to refine processes, policies, and procedures for enhanced Hub operations.
5. Partner with corporate teams to train client advisors on products, brand, and virtual selling skills.
6. Implement performance review programs to facilitate coaching conversations.
7. Oversee onboarding programs and training opportunities for the Client Services team.
8. Support recruitment and maintain a talent pipeline in partnership with HR.
9. Collaborate with the retail network to promote an omnichannel mindset.
10. Coordinate monthly staff performance planning and scheduling.
11. Manage KPIs and SLAs, identifying opportunities for service and process improvements.
12. Develop policies and procedures manuals for internal processes.
13. Identify business opportunities to grow sales through Client Services.
14. Establish a client-centric culture to service, acquire, and upsell clients.
15. Manage escalations and sensitive matters, escalating to Corporate when necessary.
16. Increase conversion across various sales channels.
17. Develop strong relationships across Retail and E-Commerce to ensure a seamless client experience.
18. Partner with CRM and Private Client Relations on clienteling programs and outreach campaigns.

1. 7+ years in a similar role or call center environment preferred.
2. Luxury retail experience preferred.

1. Strong analytical skills to manage complex data and draw effective conclusions.
2. Problem-solving approach to address client-specific issues strategically.
3. Excellent communication skills for team leadership and client issue management.
4. Process-oriented with the ability to manage long-term and short-term projects concurrently.
5. High interpersonal skills with a client-first approach.
6. Experience in recruiting, developing, and retaining a team through coaching.
7. Demonstrated leadership to influence a growing team towards exceeding results.
8. Proficiency in Excel, Word, and PowerPoint.
9. Salesforce experience is a plus.
10. Willingness to work nights and weekends when necessary.

Minimum 5 years of experience in a similar role or call center environment.

The compensation for this position ranges from $160,000 to $200,000 annually, dependent on skills and experience. Includes bonus opportunities and a comprehensive benefits package.

Comprehensive benefits package including medical, dental, vision, short and long-term disability, various paid time off programs, employee discounts/perks, and a retirement plan with employer contribution.

Fendi is committed to creating an inclusive environment of mutual respect, welcoming diversity, and ensuring all employees feel included, developed, and heard. The company is dedicated to preventing discrimination and providing equal opportunities to all applicants.