Prada Digital Client Services Team Leader

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Location
Hong KongHong KongChina
Seniority
Supervisor
Department
Clienteling, CRM & VIP Relations
Industry
Fashion, Apparel & Leather Goods
Posted
Apr 21, 2026

About Prada

Prada is an Italian luxury fashion house renowned for its leather goods, ready-to-wear and accessories. Part of the Prada Group, the maison operates across international markets with a focus on craftsmanship, innovation and a high-touch client experience. The Group maintains a multi-brand, multinational presence and seeks talent versed in luxury retail and digital client engagement.

Prada — Digital Client Services Team Leader in Hong Kong. Lead APAC omnichannel customer service, clienteling and a multilingual support team.

Role & Responsibilities

  • Lead and coach a multilingual Digital Customer Service team to deliver exceptional omnichannel support across APAC (telephone, live chat, social, email).
  • Drive client outreach and clienteling initiatives to generate sales and deepen client relationships through personalised digital engagement.
  • Manage e-commerce purchase assistance and after-sales support, ensuring seamless end-to-end customer journeys.
  • Diagnose and resolve service- or product-related issues; liaise with internal stakeholders to secure rapid and effective solutions.
  • Monitor team performance and KPIs; conduct regular performance reviews and implement coaching plans to meet sales and service targets.
  • Maintain team morale and two-way communication; ensure training is applied in daily practice and continuous improvement is embedded.
  • Support the Digital Customer Service Manager with day-to-day operations, escalation management and achievement of service level objectives.

Qualifications

  • Minimum of 2 years' experience in customer service, preferably within fashion, luxury retail or e-commerce.
  • Proven sales orientation with demonstrable clienteling experience and track record of driving revenue through personalised service.
  • Fluency in English, Mandarin and Cantonese (verbal and written) to serve a diverse APAC client base.
  • Ability to work shifts including weekends and public holidays.
  • Strong leadership presence: motivational, energetic, and capable of coaching a team to high performance.
  • Excellent analytical and problem-solving abilities with a solutions-oriented, customer-first mindset.
  • Collaborative approach with experience liaising across functions to resolve customer issues.

Skills

Clienteling Omnichannel customer support Live chat Telephone support Email support Social media customer support KPI management Coaching and performance management Escalation handling E-commerce customer journeys

Experience

At least 2 years in customer service or a fashion-related role, with prior responsibility for sales-driven clienteling and supervising or coaching frontline staff.

Education

Bachelor’s degree or equivalent qualification in business, hospitality, fashion or a related field preferred.

Workplace

This position is based in Hong Kong, Hong Kong, China.

Culture

Prada fosters a creative, international workplace that values craftsmanship, innovation and individual talent. The company encourages professional growth through cross-functional collaboration and champions inclusivity and diversity across its teams.

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.

Frequently Asked Questions

A.

The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Prada, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Digital Customer Service Team Leader», «Omnichannel Clienteling Team Leader», «E-commerce Customer Service Supervisor», «Customer Experience Team Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.