Client Care Manager

Your Mission

• Client Care Program Development: Develop and introduce a comprehensive Client Care program that aligns with Panerai’s standards and strategic objectives.
• Team Leadership and Training: Supervise the recruitment, orientation, and continuous training of the Client Care team to ensure they possess the necessary skills and knowledge.
• VIP Case Management: Coordinate and manage VIP client cases, ensuring prompt, client-oriented solutions at an international level.
• Operational Project Management: Oversee the operational management of Client Care projects, ensuring that all customer communications meet the expectations of Panerai's clientele.
• Tool and Process Optimization: Implement and develop management tools and processes, including sales force services, cloud platforms, live chat, and other client centric technologies.
• Client Relationship Management: Work closely with Brand Directors to provide competent advice to our international clientele, and provide VIP clients with accurate information regarding delivery times and availability.
• Feedback and Continuous Improvement: Establish communication channels for clients to share their feedback and challenges, and ensure that client feedback is analyzed to drive key decision-making.
• Product development support: Work closely with the R&D team to integrate customer service feedback into the development of new products.
• Quality feedback: Work with the Quality department to analyze customer feedback and implement corrective actions to maintain the excellence of our products.
• Technical Training Development: Manage the Training Center and coordinate technical training for the Customer Service team on an international level, developing and deploying annual training plans and new training modules as needed.
• Performance Monitoring: Track and analyze key performance indicators for Client Care activities, ensuring continuous improvement and adherence to Panerai’s high standards

Your Profile

• Experience: 3 to 5 years of project management experience with a background in customer care, call centers, or after-sales service in a medium to large company.
• Language Skills: Fluency in both spoken and written English and French is essential, German or Italian is a plus.
• Additional Skills: Watchmaking knowledge is required with strong client orientation, excellent communication skills, problem-solving abilities, and experience in training and team development.
• Education: Preferably in Marketing, Business Administration, or a related field, with relevant experience in client service and management of medium to large teams.