PRADA CLIENT SERVICE PERFORMANCE MANAGER

Job description:

JOB PURPOSE

Directly reporting to the Prada Head of Client Service, the Client Service Performance Manager provides constant information and data to Head of Client Service, supporting him/her in having a complete vision of client service and business trends. He/She analyses performances, client service level and sales results on a daily basis.

RESPONSIBILITIES

1. Analysis of SLA and KPIs WW performances on daily, weekly and monthly base and understand if there are any issues that can be addressed.
2. Analysis and reporting of client service sales.
3. Reconciliation of data and reports from different systems to improve database quality and to optimize the analysis.
4. Creation and customization of reporting and monitoring dashboards on Dynamics365, Qlik Sense and PowerBI.
5. Client Service processes mapping and optimization.
6. Swimlane diagrams, Processes and Procedures flow design of Client Service activities.
7. Competitive benchmarking for strategic Customer Service decisions.
8. Ensure effective and timely coordination with CS regions worldwide.
9. Support in defining and implementing the Clienteling strategy for e-commerce customers.
10. Support IT and Digital Product Owners in implementing and kicking off WW and local Client Service projects (collecting requirements and analyzing their feasibility).
11. Testing new systems and programs and find out if there are any issues or improvements that can be made.
12. Support Head of Client Service in new projects release in collaboration with the other e-commerce/retail teams.
13. Support Head of Client Service in calculating budgets and forecasts.

KNOWLEDGE & SKILLS

1. Knowledge of the following Systems: Client Service platforms, Dynamics365, PureCloud Genesys, Order Management System, Qlik Sense, Power BI.
2. Office Suite proficiency: excellent knowledge in Excel and PowerPoint, Mekko Graphics.
3. Excellent organizational and time management skills.
4. Outstanding communication and presentation skills.
5. Critical thinker.
6. Creative problem solver.
7. Great analytical skills.
8. Data-driven approach.
9. Significant experience in client experience background.
10. Project Management skills, including strong planning and execution skills.
11. Excellent written and spoken communication skills both for English and Italian.
12. Another language is appreciated.