Bvlgari Client Concierge Manager

Bulgari, a prestigious name in the luxury fashion industry, is part of the LVMH Group, a global leader in luxury goods. Bulgari is renowned for its exquisite jewelry, watches, and accessories, and is committed to delivering unparalleled client experiences. As an employer, Bulgari offers a dynamic and inspiring work environment, fostering growth and innovation.

1. Lead the Bulgari Client Concierge team to deliver exceptional service quality and manage daily KPIs.
2. Oversee the rollout of global projects related to Retail, eCommerce, and other channels, ensuring adherence to project timelines and budgets.
3. Ensure quality assurance and develop training strategies in collaboration with L&D and sales trainers.
4. Continuously assess and improve client experiences, providing feedback on inquiry trends.
5. Manage reporting and analysis of inquiry trends and KPIs, and handle risk management of resources and complaints.
6. Forecast and plan the annual budget for all operational costs related to the Client Concierge.
7. Promote brand culture within the Client Concierge to enhance online and offline client experiences.
8. Manage and monitor the achievement of all KPIs, ensuring alignment with global standards.
9. Strategically plan to exceed phone sales targets and collaborate with the team to identify best practices.

1. University degree.
2. Minimum of 8-10 years of experience in customer service or a call center environment, preferably in the retail business.
3. At least 3 years of management experience.
4. Luxury brand experience is a plus.

1. Client-centric mindset with a passion for exceptional service.
2. Strong leadership and team management skills.
3. Excellent communication, interpersonal, and negotiation skills.
4. Problem-solving and decision-making abilities.
5. Strategic thinking and business acumen.
6. Ability to work cross-functionally and build strong relationships.
7. Adaptability and resilience.
8. Proficient in Excel and PowerPoint.
9. SAP and Salesforce experience preferred.
10. Fluent in Japanese and English.

Minimum 10 years of experience in customer service or a call center environment, with at least 3 years in a management role. Experience in luxury brands is advantageous.

University degree.

Development opportunities within Bulgari and other LVMH Watch & Jewelry brands.

Bulgari fosters a culture of excellence and innovation, encouraging employees to grow and develop within the company. The workplace is dynamic and collaborative, with a strong emphasis on delivering exceptional client experiences.