Miu Miu Global Client Service Manager

Milan • Italy

Wednesday, December 11, 2024

Miu Miu, a distinguished brand under the Prada Group, is synonymous with avant-garde fashion and innovation. The Prada Group, established in 1913, encompasses iconic brands such as PRADA, Church’s, Car Shoe, and Pasticceria Marchesi, operating in over 45 countries with a diverse workforce representing more than 100 nationalities. The company thrives on creativity and excellence, fostering an environment where talent and passion are paramount, driving professional growth and success.

1. Lead the execution of global and regional client service strategies to enhance workflows and deliver a superior omnichannel customer experience.
2. Align with regional and global management to provide regular feedback on customer service performance.
3. Collaborate with departments such as Retail, IT, CRM, and E-Commerce to optimize client management processes.
4. Design project work plans to meet evolving needs, assigning responsibilities accordingly.
5. Enhance customer experience through proactive management of high-value client relationships.
6. Generate and review periodic reports on customer service KPIs and identify areas for technological improvements.
7. Manage potential crises proactively and recommend innovative approaches to support business growth.
8. Inspire and lead the Client Services team, providing insights on tone of voice and professionalism.
9. Develop client engagement strategies to elevate brand presence and support client acquisition and retention.
10. Manage the Miu Miu Global Client Services budget and staff planning.
11. Orchestrate workflow between central structures, regional hubs, and stakeholders according to strategic priorities.
12. Provide leadership and motivation to the team to deliver exceptional service globally.
13. Define individual objectives, identify training needs, and manage workforce planning and career development.
14. Supervise and improve antifraud processes and payment performance.

1. Significant experience in client experience, with at least 8 years in similar roles.
2. Strong business acumen and understanding of luxury client needs in a multimodal contact environment.
3. In-depth knowledge or passion for fashion and luxury.
4. Ability to achieve results through influence and problem-solving in high-pressure situations.
5. Knowledge of Dynamic365 or other CRM systems.
6. Understanding of digital payment landscapes, including fraud prevention and transaction management.
7. Strong negotiation skills and proven leadership in managing and developing teams.
8. Project management skills with strong planning and execution capabilities.
9. International experience and cultural sensitivity.
10. Fluency in English; knowledge of other languages is appreciated.

1. Client experience management
2. Business acumen
3. Fashion and luxury knowledge
4. Problem-solving
5. CRM systems proficiency
6. Digital payment knowledge
7. Negotiation
8. Leadership
9. Project management
10. Cultural sensitivity
11. Multilingual communication

A minimum of 8 years in client experience roles, with at least 5 years in similar positions within the luxury sector.

Competitive benefits package including opportunities for professional growth and development within a leading luxury fashion group.

The Prada Group fosters a creative and international environment where curiosity and the pursuit of excellence drive success. Employees are encouraged to grow professionally in a dynamic setting that values talent and passion.