Specialist, Client Care Team Lead

CHANEL • Fort Washington, MD

13d • $61,400 - $90,000 • Hybrid

About The Position

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL. About the role: We are seeking a dedicated and motivated Client Care Team Lead to support the growth and success of our Client Care team at our Piscataway, NJ location. In this role, you will partner closely with the Manager, Client Care to ensure seamless daily operations, foster team engagement, and uphold the exceptional service standards CHANEL is known for. This is a unique opportunity to contribute to the future of luxury client interactions while developing your leadership skills in a dynamic environment. Our ideal candidate has at least 2 years of relevant experience, a passion for delivering outstanding customer experiences, and a commitment to inspiring a high-performing team. Join us and help redefine the art of client care!

Requirements

• Experience in premium or luxury brands preferred
• Background in Contact Center or Customer Service, bringing experience in understanding and meeting client needs.
• Previous experience mentoring teams through coaching and consistent feedback, fostering professional development and growth.
• Knowledgeable in CRM, and Quality programs, with proficiency in platforms such as Salesforce, Medalia, and Genesys (preferred).
• Minimum 2 Years of experience in a related role
• Bachelors Degree (preferred) or relevant experience in a related industry
• This role will operate in a hybrid model based in Piscataway, NJ; however, increased onsite presence will be required during periods of new advisor onboarding to ensure hands-on leadership and support.
• Ability to travel to local CHANEL points of sale, as needed

Responsibilities

• Uphold and promote the highest standards of luxury service, ensuring all interactions align with the brand’s commitment to excellence.
• Instill a client-centric mindset within the team by coaching them to understand and anticipate the unique needs of luxury clients.
• Identify and implement opportunities to exceed client expectations, enhancing the overall experience through tailored service and innovative solutions.
• Coaching and develop a team of Client Care Advisors.
• Foster a positive and collaborative team culture, ensuring every interaction reflects the brand’s values and luxury standards.
• Support the execution of training programs focused on proactive communication, attentiveness, and luxury client care.
• Provide regular, constructive feedback to team members to support their professional growth and skill enhancement.
• Propose and coordinate engagement activities to motivate, recognize, and foster a positive work environment the Client Care Advisors.
• Support workforce management, including scheduling, to ensure optimal team coverage and seamless operations across multiple channels (retail and e-commerce).
• Monitor service metrics and team performance, identifying trends and work with the Client Care Manager to ideate solutions to improve client satisfaction.
• Utilize technology and tools to streamline workflows and optimize efficiency.
• Collaborate with our third-party customer care center vendor to ensure seamless service.
• Monitor Voice of Client (VOC) surveys to help identify trends, strengths, and areas for improvement.
• Provide formalized feedback on client interactions using a Quality Assurance (QA) scorecard.
• Partner with the Client Care Manager to develop action plans based on QA and VOC insights to enhance client service delivery.
• Assist in the timely resolution of client concerns
• Client’s direct point of contact for highly escalated issues
• Collaborate with the Client Care Manager and internal departments or boutiques to address complex issues and deliver seamless solutions.
• Raise trends in recurring client concerns and propose process improvements to enhance the client experience.
• Collaborate with internal teams and external stakeholders to deliver a unified and seamless client experience.
• Engage with boutique locations to gain insights into their unique needs and foster integration between channels.
• Serve as a brand ambassador, consistently embodying the values and standards of the brand in interactions with team members, vendors, and clients.
• Foster a culture of adaptability and continuous improvement, encouraging the team to embrace new technologies and processes.
• Demonstrate a commitment to personal and professional growth by seeking feedback and embracing coaching opportunities.
• Model continuous learning and a proactive approach to self-improvement, inspiring the same within the team.

Benefits

• Wellbeing resources include dedicated paid time off for wellbeing and a Wellbeing fund
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K, pension and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
• Flexible Time and Hybrid Work Options: Partially Remote: Role requires a minimum of three days in-person office presence at the designated location/office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level