Kering Omnichannel and Client Services Manager

About Kering

Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.

Role & Responsibilities

• Own and execute the Japan Client Services commercial plan in line with regional priorities and House ambitions.
• Drive sales growth, conversion and clienteling performance through proactive opportunity management, virtual selling and data-driven decisions.
• Monitor performance against KPIs, identify improvement opportunities and implement actions to achieve commercial and operational targets.
• Handle complex or high-value client escalations while protecting client relationships and brand reputation.
• Lead, coach and develop the Client Services team, fostering accountability, collaboration and client excellence.
• Set objectives, provide regular feedback and create development plans to strengthen individual and team capabilities.
• Manage staffing, scheduling and resource allocation to maintain service levels and operational efficiency.
• Support recruitment, onboarding, engagement, succession planning and retention initiatives.
• Oversee daily omnichannel operations across phone, email, chat, digital orders, virtual selling and clienteling activities.
• Ensure service, quality, productivity, client satisfaction and commercial KPIs are achieved.
• Maintain operational excellence across client data, order management, repairs, reservations, transfers, fraud prevention and back-office processes.
• Ensure compliance with company policies, procedures, controls and luxury service standards.
• Analyze client feedback and operational trends to continuously improve the end-to-end client experience.
• Lead local implementation of transformation initiatives, including new processes, technologies, tools and ways of working.
• Drive adoption and change management to support successful execution and sustainable business outcomes.
• Identify opportunities to simplify processes, improve efficiency and enhance the client experience.
• Partner with regional and functional teams to test, implement and stabilize new capabilities in Japan.
• Monitor client expectations, luxury retail trends, competitor activity and emerging service standards as the voice of the Japan market.
• Provide HQ, the Region and the Houses with actionable insights, opportunities and recommendations to support business growth and improve client experience.
• Share local best practices and apply regional and global learnings to improve performance and operational effectiveness.
• Serve as the primary Client Services contact for the Houses, regional leadership and key business functions.
• Build partnerships across Retail, E-commerce, IS&T, Finance, Logistics, Operations, HR and other stakeholder groups to deliver shared objectives.
• Represent Client Services in cross-functional forums, House initiatives and client engagement activities.
• Provide clear, timely and actionable reporting on performance, risks, opportunities and transformation progress.

Qualifications

• Proven track record of leading teams against service, operational and commercial targets.
• Strong understanding of the Japan luxury market, client expectations and retail environment.
• Experience driving sales growth, clienteling and customer engagement initiatives.
• Exposure to change management, business transformation or process improvement projects.
• Fluent in Japanese and English.
• Commercially minded and data-driven, with the ability to translate insights into business actions.
• Agile and adaptable, with the ability to lead teams through change and ambiguity.
• Strong stakeholder management and influencing skills across local, regional and global environments.
• Hands-on leader with a passion for client experience, people development and operational excellence.

Skills

Experience

5+ years in client services, omnichannel, retail, e-commerce or a similar customer-facing environment, including people management responsibility.

Culture

Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.