Select how often (in days) to receive an alert :Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. Our Iconic Brands include PRADA, Miu Miu, Church’s, Car Shoe and Pasticceria Marchesi and we are currently operating in more than 45 Countries, embracing employees of more than 100 nationalities.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.JOB PURPOSEDirectly reporting to the Prada Head of Client Service, the Client Service Performance Manager provides constant information and data to Head of Client Service, supporting him / her in having a complete vision of client service and business trends. He / She analyses performances, client service level and sales results on a daily basis.RESPONSIBILITIESAnalysis of SLA and KPIs WW performances on daily, weekly and monthly base and understand if there are any issues that can be addressedAnalysis and reporting of client service salesReconciliation of data and reports from different systems to improve database quality and to optimize the analysisCreation and customization of reporting and monitoring dashboards on Dynamics365, Qlik Sense and PowerBIClient Service processes mapping and optimizationSwimlane diagrams, Processes and Procedures flow design of Client Service activitiesCompetitive benchmarking for strategic Customer Service decisionsEnsure effective and timely coordination with CS regions worldwideSupport in defining and implementing the Clienteling strategy for e-commerce customersSupport IT and Digital Product Owners in implementing and kicking off WW and local Client Service projects (collecting requirements and analyzing their feasibility).Testing new systems and programs and find out if there are any issue or improvement that can be madeSupport Head of Client Service in new projects release in collaboration with the other e-commerce / retail teamsSupport Head of Client Service in calculating budgets and forecastsKNOWLEDGE & SKILLSKnowledge of the following Systems : Client Service platforms , Dynamics365, PureCloud Genesys, Order Management System, Qlik Sense, Power BI, Office Suite proficiency : excellent knowledge in Excel and PowerPoint, Mekko GraphicsExcellent organizational and time management skillsOutstanding communication and presentation skillsCritical thinkerGreat analytical skillsProject Management skills, including strong planning and execution skillsExcellent written and spoken communication skills both for English and ItalianJ-18808-Ljbffr
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