Yves Saint Laurent Client Service Lead

NEW YORK USA

Friday, December 13, 2024

Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury prêt-à-porter in a 1966 collection called ‘Rive Gauche’, synonymous with youth and freedom. This shift represented a first critical step in the modernization of fashion and revolutionized the socio-cultural landscape. In 1999, the luxury goods division of the Kering Group acquired Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position the house at the summit of the luxury universe. Today, Saint Laurent collections include women’s and men’s ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties, and eyewear.

1. Accompany clients throughout the full purchase journey and maintain high customer satisfaction.
2. Promote the brand image and values through qualitative and personalized advice across all communication channels.
3. Foster and maintain a supportive team dynamic while coaching ambassadors on best practices.
4. Establish strong relationships with Retail, EAGLE, Warehouse, and HQ teams.
5. Act as the key contact for client escalations and provide feedback to enhance the client experience.
6. Supervise and ensure CS Ambassadors assist clients through a seamless omni-channel journey.
7. Motivate and coach CS Ambassadors with one-on-one quality monitoring.
8. Monitor department KPIs and individual KPI goals.
9. Ensure compliance with brand policies and procedures.
10. Handle Salesforce cases seamlessly to meet reporting needs.
11. Ensure operational deficiencies are logged for follow-up.
12. Ensure VIC clients receive personalized outreach.
13. Share client feedback with appropriate departments to improve processes and services.

1. Enthusiasm for the brand and the fashion industry.
2. Ability to lead, coach, and inspire a team.
3. Client-oriented with an excellent sense of service.
4. Strong listening skills with a positive mindset.
5. Excellent written and verbal skills in English; multilingual is an advantage.
6. Commercial mindset.
7. Thorough and excellent organizational skills.
8. Comfortable with online tools and open to new technologies.
9. Fast learner.
10. Problem solver with multitasking abilities.
11. Resistance to stress.
12. High energy, enthusiastic and positive attitude.
13. Previous experience in store retail sales or service industry appreciated.
14. Spanish and/or Portuguese native proficiency preferred.

Previous experience in store retail sales or service industry appreciated.

A reasonable estimate of the base compensation range for this position is $80,000 – 90,000 with bonus eligibility.

Saint Laurent is committed to building a diverse workforce. Diversity in all its forms enriches the workplace and opens up opportunities for people to express their talent. The company fosters an ability to adapt to a changing world and welcomes applications from all qualified candidates, regardless of their background.