Yves Saint Laurent Customer Service Manager

Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, symbolizing youth and freedom. This pivotal shift marked a significant step in the modernization of fashion, revolutionizing the socio-cultural landscape. Acquired by Kering's luxury division in 1999, Yves Saint Laurent continues to be a leader in the luxury sector under the creative direction of Anthony Vaccarello since April 2016. The brand's collections encompass women's and men's ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties, and eyewear.

1. Supervise and manage a global customer service team, ensuring alignment with Saint Laurent's standards.
2. Deploy training, coaching, and mentoring to enhance team skills and industry knowledge.
3. Conduct regular performance evaluations and provide constructive feedback.
4. Contribute to customer service budgeting and resource allocation.
5. Develop and implement customer service strategies aligned with corporate objectives.
6. Ensure customer service standards are met and exceeded across all direct-managed stores and wholesale channels.
7. Address and resolve customer complaints efficiently.
8. Monitor customer feedback and implement improvements to enhance customer experience.
9. Coordinate customer service operations across regions, time zones, and departments.
10. Collaborate with regional managers to address local customer service challenges and opportunities.
11. Develop and implement customer service policies, procedures, and best practices.
12. Identify opportunities for process and workflow improvements.
13. Collaborate with other departments to streamline operations and enhance service delivery.
14. Maintain open communication lines with retailers and internal departments.
15. Prepare and present customer service performance reports to senior management.

1. Bachelor's degree in Business Administration, Customer Service, Fashion Management, or a related field.
2. Proven experience of 7 to 10 years in customer service management within a global fashion organization.
3. Excellent communication and interpersonal skills with strong leadership and team management capabilities.
4. Proficiency in customer service software and tools, with strong analytical and problem-solving skills.
5. Ability to manage multiple tasks and prioritize effectively.
6. Cultural sensitivity and ability to work with diverse teams in the fashion sector.
7. Willingness to travel as required.
8. Adaptability to global scope, managing workload across Asia, EMEA, and the US.
9. Proficiency in data analysis and reporting tools.
10. Fluency in English and French, with Italian as a plus. Proficiency in other languages is advantageous.

1. Leadership and team management
2. Customer service strategy development
3. Performance evaluation and feedback
4. Budgeting and resource allocation
5. Cross-departmental collaboration
6. Data analysis and reporting
7. Multilingual communication

7 to 10 years of proven experience in customer service management within a global fashion organization.

Bachelor's degree in Business Administration, Customer Service, Fashion Management, or a related field.

Saint Laurent offers a dynamic work environment with opportunities for professional growth and development, fostering a culture of diversity and inclusion.

Saint Laurent is committed to diversity in all its forms, believing it enriches the workplace. Employees are encouraged to express their talents individually and collectively, enhancing adaptability in a changing world. As an equal opportunity employer, Saint Laurent welcomes applications from all qualified candidates, regardless of background.