Prada Client Service Manager

About Prada

Prada is an emblem of Italian sophistication, intellectual design, and cultural modernity, with a heritage dating to 1913 in Milan. As an employer, the House offers professionals the opportunity to contribute to a globally admired luxury group where creativity, craftsmanship, and innovation are pursued with disciplined excellence. Prada values discerning talent across design, retail, operations, digital, and corporate functions, fostering an environment shaped by curiosity, precision, and respect for heritage. Employees are invited to participate in a dynamic international culture that balances artistic vision with commercial rigor, while advancing the brand’s enduring influence in fashion, leather goods, and contemporary luxury.

Role & Responsibilities

• Achieve Client Service sales targets through phone, email, chat and clienteling activities while meeting service, productivity and quality objectives and strengthening client engagement and retention.
• Oversee daily client service operations, resolve escalated client issues effectively and provide hands-on support when required to maintain service excellence.
• Lead and develop the Client Service team, fostering a client-centric culture and delivering an exceptional luxury client experience across all touchpoints.
• Manage team performance through coaching, training, workforce planning and talent development.
• Monitor service performance and Voice of Client insights, translating client feedback and data into actionable improvement plans.
• Partner with HQ and cross-functional teams, including Retail, Logistics, IT and Finance, to optimize client service processes and enhance the customer journey.
• Lead strategic projects and continuous improvement initiatives to strengthen Client Service performance, client satisfaction and business contribution.

Qualifications

• At least 5 years of experience in Client Services, including at least 2–3 years in a leadership role, with a proven ability to lead, develop and motivate high-performing teams.
• Strong understanding of luxury client service, clienteling and client relationship management, with a commercial mindset and the ability to drive Client Service sales and client engagement.
• Experience with CRM platforms; Dynamics 365 is preferred.
• Experience with service performance reporting and data-driven decision-making.
• Excellent communication, stakeholder management, project management and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Native-level Japanese and business-level English.

Skills

Experience

At least 5 years in Client Services, including at least 2–3 years in a leadership role.

Culture

Prada fosters a intellectually curious and forward-thinking workplace where heritage craftsmanship, contemporary design, and cultural dialogue intersect. As an employer, it encourages disciplined creativity, cross-functional collaboration, and a refined attention to detail, offering teams the opportunity to contribute to one of luxury fashion’s most influential maisons.

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.