Client Service Escalations Specialist

The Armani Group is a leading company in the fashion and luxury sector, with more than 8,000 employees. Its three core brands – Giorgio Armani, Emporio Armani and A|X Armani Exchange – are active in all the world’s major countries, across many continents. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts.
Giorgio Armani has created a style that has, with remarkable consistency, continued to explore countless variations and possibilities over the years. It expresses a precise vision down to the most minute detail: a way of being and presenting oneself, certainly incorporating clothing and accessories, but also including gestures, ways, behaviours and attitudes; a style that goes beyond the sum of its parts, and well beyond what one wears
Convinced that ethics and aesthetics must coincide, Giorgio Armani expresses fundamental and enduring values his clothes. He does so by creating timeless pieces that, enhanced by precious materials and artisanal craftwork, resist the whim of fleeting trends with their pure and essential design.
Context and Purpose of the job
The Client Service Escalation Specialist has the primary responsibility of managing daily escalations, ensuring a luxury and personalized experience to Giorgio Armani Clients, meeting Client’s needs and solving their issues with the best experience. He/She represents a link between brand & outsourcer, for EMEA & APAC area, and will report directly to the WW Client Service Manager.
Responsibilities

• Work closely with Client Service Team to develop and improve the Client Service processes and procedures
• Manage daily escalations and complex issues ensuring a fast resolution and perform quality checks to make sure the process and procedure respect
• Responsible for daily activities to ensure operational delivery of Client Service and back office tasks
• Represent the link with the outsourcer and local departments with the aim to improve processes, services and reduce the time to serve
• Manage performances, making sure the outsourcer has latest information, rolling out new services and initiatives
• Collaborate with the internal organizations (HQ and Regions) to address corrective actions and to find the best solution to meet Client expectations
• Highlight and anticipate possible issues; apply a rout causes approach to anticipate and avoid Client’s paint points
• Identify way of working on how to improve and standardize processes, maintain process management and update with outsourcer
• Explore the markets trends, solutions and innovations and with the aim to offer the best-in-class experience to Giorgio Armani Clients
• Identify improving areas, actively promote continuous improvement approach

 
Requirements

• 5 years of experience in the role, in a luxury environment
• Background in a customer and sales focused environment
• In-depth knowledge of the desires, needs and expectations of luxury clients and strong passion for fashion
• In-depth knowledge of MS Office (Excel, Power Point)
• English fluency in speech and writing. Mastery of another language would be a plus
• Great communication and organizational skills, positive and flexible attitude, attention to details

 
We promote diversity and inclusion in all forms, within a collaborative environment where your talent can flourish in the pursuit of a common goal: yours and our growth.