Client Service Manager

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

JOB TITLE

Client Service Manager, Prada Department /Division: eCommerce/Client Services Reports to: Head of eCommerce, Prada JOB PURPOSE The Client Service Manager leads the Client Service team to deliver an exceptional luxury client experience, supporting eCommerce growth and business performance while contributing to a seamless omnichannel customer journey. The role oversees team performance, clienteling initiatives, Voice of Client insights, and cross-functional projects to support business growth and continuous improvement.

RESPONSIBILITIES

• Drive business performance by achieving Client Service sales targets through phone, email, chat, and clienteling activities, while delivering service, productivity, and quality objectives and strengthening client engagement and retention.
• Oversee daily client service operations, ensuring effective resolution of escalated client issues and provide hands-on support when required to maintain service excellence.
• Lead and develop the Client Service team, fostering a client-centric culture and ensuring the delivery of an exceptional luxury client experience across all client touchpoints.
• Manage team performance through coaching, training, workforce planning, and talent development to build a high-performing organization.
• Monitor service performance and Voice of Client insights, translating customer feedback and data into actionable improvement plans.
• Partner with HQ and cross-functional teams, including Retail, Logistics, IT, and Finance, to optimize client service processes and enhance the overall customer journey.
• Lead strategic projects and continuous improvement initiatives that strengthen Client Service performance, client satisfaction, and Client Service business contribution.
• KNOWLEDGE & SKILLS 5+ years of experience in Client Services, including at least 2-3 years in a leadership role, with a proven ability to lead, develop, and motivate high-performing teams.
• Strong understanding of luxury client service, clienteling, and client relationship management, with a commercial mindset and the ability to drive Client Service sales and client engagement.
• Experience with CRM platforms (Dynamics 365 preferred), service performance reporting, and data-driven decision making.
• Excellent communication, stakeholder management, project management, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
• Native-level Japanese and business-level English required Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence.
• The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.
• Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics.
• We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.