Miu Miu

Global Client Service Manager

Founded in 1913 in Italy, the Prada Group is built on a tradition of excellence and innovation. Its iconic brands include PRADA, Miu Miu, Church’s, Car Shoe, and Pasticceria Marchesi. The company operates in over 45 countries and employs people from more than 100 nationalities. Working at Prada Group means being part of a creative and international environment, where teams are driven by curiosity and the pursuit of excellence.

1. Lead the execution of global and regional client service strategies to deliver a best-in-class omnichannel customer experience.
2. Align with regional and global management on insights and action plans, providing regular feedback on customer service performance.
3. Partner with key departments to optimize client management processes.
4. Design and create project work plans to meet evolving needs and requirements.
5. Enhance the customer experience through proactive management of high-value client relationships.
6. Generate and review periodic reports on customer service KPIs.
7. Identify areas of opportunity to improve performance through new technologies.
8. Detect and manage potential crises proactively.
9. Research and recommend innovative approaches to support business growth.
10. Inspire client services teams by providing insights on tone of voice and leading by example.
11. Develop and leverage client engagement to elevate the brand's presence in key markets.
12. Manage and monitor the global client services budget and staff planning.
13. Ensure workflow between central structure, regional hubs, and stakeholders is led according to strategic priorities.
14. Provide leadership for the team, motivating them to deliver excellent service.
15. Define and set individual objectives, identify training needs, and manage workforce planning.
16. Supervise and improve antifraud processes and payment performances.

1. Significant experience in client experience, at least 8 years with 5 years in similar roles.

1. Strong business acumen and knowledge of luxury client needs.
2. In-depth knowledge or passion for fashion and luxury.
3. Ability to achieve results through influence and problem-solving.
4. Knowledge of Dynamic365 or other CRM systems.
5. Knowledge of digital payment landscape and architecture.
6. Strong negotiation skills.
7. Proven leadership skills in managing and developing teams.
8. Project management skills, including planning and execution.
9. International experience and cultural sensitivity.
10. Fluency in English.
11. Knowledge of other languages is appreciated.

At least 8 years of experience in client experience, with 5 years in similar roles.

The company fosters a creative and international environment, with a focus on professional growth and excellence. The role is based in Milan, Italy.