Published on 2025-04-19 Contract type Permanent Job Job responsibilities CS Sr. Manager ° Employment type Full Time Country/Region/City Seoul (DOM), Seoul, South Korea Client Service Center business operation • CS center management: service level and process improvement • Client service planning in align with Central projects, KPI, budget and digital CRM. • Set key strategies and initiatives to provide excellent client service • CS Sales enhancement by customer tiers and product categories • Manage sales turnover, quality and productivity on daily/weekly/monthly/yearly basis • Develop monthly promotions and right incentive plans to motivate client advisors Project management • Overall company related, enhancement on CS system • Client service projects implementation (Clienteling Solution, Digital Client Personal Advisor Program, Live Streaming Service, etc.) • Design and shape the next CS organization for digital client development People management • Drive CS managerial meetings and training (ex. Daily morning briefing, product trainings, Call Quality coaching...) • CS Team manager's performance monitoring, Onsite coaching and mentoring people to develop competency and skills • Improve CS advisor's service to next level and manage complaints handling •⚫ HC management: Budget HC, rostering based on seasonal or product launching and hiring right staffs, training Relationship management with other parties • Collaboration with cross functional teams: Logistics/IS&T/Human resources/Store manager at monthly touch base for each • Collaboration with central team in order to input local needs: bimonthly Digital Conference Call, Quarterly Business review with Central, workshop, seminar Reporting •Weekly/Monthly report on sales, call KPIs, and other related topics. • Sales forecast to Retail Operations, Accounting, and Warehouse in line with e-com Additional information • University graduate with Bachelor's degree minimum • Minimum 10 years of experience in management position of retail business or Luxury business or in Call Center • CS Project management skills • Language: Business fluency in both Korean and English • Solid leadership with mature and people focused mindset • Client oriented mindset with commerciality • Good communication and negotiation skill • Full knowledge of retail or luxury business • Computer literacy in business systems and ability to learn new system quickly • Good knowledge of PC (Excel/Access/PowerPoint) • Ability to prioritize and work under pressure to meet deadlines
