Omnichannel & Client Services Manager

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日本市場のClient Services運営を統括し、各チャネルを通じた顧客体験の向上を担います。商業計画の実行、チームの育成、オムニチャネル業務の運営、変革施策の実行を主導します。また、日本市場の顧客ニーズや市場動向を捉え、地域・本社・各Houseに提案や知見を提供します。

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5+ years' experience in client services, omnichannel, retail, e-commerce or a similar customer-facing environment, including people management responsibility.
Proven track record of leading teams against service, operational and commercial targets.
Strong understanding of the Japan luxury market, client expectations and retail environment.
Experience driving sales growth, clienteling and customer engagement initiatives.
Exposure to change management, business transformation or process improvement projects.
Fluent in Japanese and English.
Commercially minded and data-driven, with the ability to translate insights into business actions.
Agile and adaptable, with the ability to lead teams through change and ambiguity.
Strong stakeholder management and influencing skills across local, regional and global environments.
Hands-on leader with a passion for client experience, people development and operational excellence.

The Omnichannel & Client Services Manager - Japan leads the market’s Client Services operation and plays a critical role in delivering a seamless, high-touch luxury client experience across channels. The role is accountable for commercial performance, operational excellence, service quality, team development and the successful execution of transformation initiatives.
Beyond day-to-day management, the Manager acts as the voice of the Japan market, identifying emerging client expectations, commercial opportunities, competitive developments and local best practices. By translating these insights into actionable recommendations, the role helps shape business decisions, enhance the client experience and support sustainable growth across the Houses.

Own and execute the Japan Client Services commercial plan, aligned with regional priorities and House ambitions.
Drive sales growth, conversion and clienteling performance through proactive opportunity management, virtual selling and data-driven decision-making.
Monitor performance against KPIs, identify improvement opportunities and implement actions to achieve commercial and operational targets.
Handle complex or high-value client escalations, protecting client relationships and brand reputation.

Lead, coach and develop a high-performing Client Services team, fostering a culture of accountability, collaboration and client excellence.
Set clear objectives, provide regular feedback and create development plans to build individual and team capability.
Manage staffing, scheduling and resource allocation to maintain service levels and operational efficiency.
Support recruitment, onboarding, engagement, succession planning and retention initiatives.

Oversee daily omnichannel operations across phone, email, chat, digital orders, virtual selling and clienteling activities.
Ensure achievement of service, quality, productivity, client satisfaction and commercial KPIs.
Maintain operational excellence across client data, order management, repairs, reservations, transfers, fraud prevention and back-office processes.
Ensure compliance with company policies, procedures, controls and luxury service standards.
Analyze client feedback and operational trends to drive continuous improvement of the end-to-end client experience.

Lead the local implementation of transformation initiatives, including new processes, technologies, tools and ways of working.
Drive adoption and change management activities to ensure successful execution and sustainable business outcomes.
Identify opportunities to simplify processes, improve efficiency and enhance the client experience.
Partner with regional and functional teams to test, implement and stabilize new capabilities in the Japan market.

Act as the voice of the Japan market by monitoring client expectations, luxury retail trends, competitor activity and emerging service standards.
Provide HQ, the Region and the Houses with actionable insights, opportunities and recommendations to support business growth and client experience enhancement.
Share local best practices and leverage regional and global learnings to improve performance and operational effectiveness.

Serve as the primary Client Services contact for the Houses, regional leadership and key business functions.
Build strong partnerships across Retail, E-commerce, IS&T, Finance, Logistics, Operations, HR and other stakeholders to deliver shared objectives.
Represent Client Services in cross-functional forums, House initiatives and client engagement activities.
Provide clear, timely and actionable reporting on performance, risks, opportunities and transformation progress.

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