- Employment
- Full-Time
- Seniority
- Lead
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Oct 30, 2026
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.
Prada seeks a Digital Client Services Team Leader in Hong Kong to lead multilingual customer support, clienteling and e-commerce service operations across APAC. The role oversees team coaching, order reviews, fraud and chargeback management, and operational process improvements; it requires more than 5 years of customer service experience or a fashion-related qualification or experience, plus fluency in English, Mandarin and Cantonese.
Role & Responsibilities
- Support customers across APAC countries in multiple languages through telephone, live chat, social networks, email and other channels.
- Execute client outreach initiatives and drive sales through effective clienteling.
- Understand customer needs and resolve service- or product-related issues.
- Assist customers with e-commerce purchases and provide after-sales support.
- Liaise with internal teams to find efficient solutions to customer issues.
- Motivate and coach team members to achieve sales and non-sales objectives.
- Regularly review staff performance with managers.
- Build morale, foster team spirit and encourage open two-way communication.
- Follow up on team learning and practices, ensuring their continued application in the workplace.
- Support the Digital Customer Service Manager with day-to-day operations to achieve service levels and KPI targets; coach, mentor and motivate the team to handle all client interactions in line with brand values.
- Ensure escalation processes are followed and applied successfully.
- Maintain e-commerce operations by reviewing order and payment platforms.
- Manage daily order-review queues, ensuring service levels are met and orders are processed within the expected timeframe for each queue.
- Review orders for fraudulent activity and identify fraud patterns.
- Partner with Finance to manage chargebacks and provide supporting information.
- Report order-review statistics weekly and monthly to senior management and colleagues.
- Use advanced SAP knowledge and experience in order management, data integrity, parameter maintenance and performance reporting to identify system and process enhancements.
- Lead the development and implementation of standardized operational processes and policies.
- Manage fraud and chargebacks.
- Manage carrier claims and follow up on them.
- Manage ad hoc cases, including third-party issues.
- Partner with boutique store operations to support client experiences in-store and online.
- Monitor issues and raise tickets with local IT as applicable.
Qualifications
- More than 5 years of experience in customer service, or a fashion-related qualification or experience.
- Strong sales skills and clienteling experience.
- Strong initiative, a solutions-oriented approach and a clear customer-first mindset.
- Fluency in spoken and written English, Mandarin and Cantonese.
- Availability to work shifts, weekends and public holidays.
- Highly motivated, energetic and inspirational team leader.
- Ability to work collaboratively.
- Excellent analytical and problem-solving skills.
Skills
Experience
More than 5 years in customer service, or a fashion-related qualification or experience.
Education
A fashion-related qualification or experience.
Workplace
This position is based in Hong Kong, Hong Kong.
Explore jobs in Hong Kong.
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.
Frequently Asked Questions
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», «E-commerce Client Services Team Leader», «Digital Client Support Team Leader», «Online Customer Care Team Leader», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.