Prada Client Service Performance Manager

Milan • Italy

Tuesday, April 8, 2025

Prada Group, established in 1913 in Italy, is a beacon of luxury and innovation in the fashion industry. As part of a global conglomerate, it encompasses iconic brands such as PRADA, Miu Miu, Church’s, Car Shoe, and Pasticceria Marchesi, operating in over 45 countries and employing individuals from more than 100 nationalities. The company is renowned for fostering a creative and international work environment, valuing talent and passion, which fuels both personal and professional growth.

1. Analyze SLA and KPI performances on a daily, weekly, and monthly basis to identify and address issues.
2. Report on client service sales and reconcile data from various systems to enhance database quality.
3. Create and customize reporting dashboards using Dynamics365, Qlik Sense, and PowerBI.
4. Map and optimize client service processes, including designing swimlane diagrams and process flows.
5. Conduct competitive benchmarking for strategic customer service decisions.
6. Ensure effective coordination with client service regions worldwide.
7. Support the definition and implementation of clienteling strategies for e-commerce customers.
8. Collaborate with IT and Digital Product Owners on global and local client service projects.
9. Test new systems and programs, identifying potential improvements.
10. Assist the Head of Client Service in releasing new projects and calculating budgets and forecasts.

1. Significant experience in client experience management.
2. Proficiency in project management with strong planning and execution skills.
3. Fluency in English and Italian; additional languages are advantageous.

1. Proficiency in Client Service platforms, Dynamics365, PureCloud Genesys, Order Management System, Qlik Sense, Power BI, and Office Suite, especially Excel and PowerPoint.
2. Excellent organizational and time management skills.
3. Outstanding communication and presentation abilities.
4. Critical thinking and creative problem-solving skills.
5. Strong analytical skills with a data-driven approach.

Significant experience in client experience management is required.

The company offers a creative and international work environment with opportunities for professional growth.

Prada Group is dedicated to nurturing a creative and international workplace culture. Employees are motivated by curiosity and a pursuit of excellence, with the company placing significant value on the talent and passion of its workforce. This commitment to employee development is a cornerstone of the company's success.