Client Services Co-Ordinator, Selfridges
Client Services Co-ordinator
Location: CHANEL Selfridges
Contract: Permanent, Full-time
Our boutiques are at the heart of our business, and delivering an exceptional client experienceremainsour priority. Acting as a key link across all areas of the boutique, the Client Services Co-ordinator role works in partnership with boutique teams, external partners, and clients to deliver a seamless and elevated client experience.
Operational at its core, Client Services supports all aspects of boutique activity, delivering impactful touchpoints across communication,logistics, and day-to-day operations. The role plays a vital part
infacilitatingsmooth interactions and ensuring the highest standards of service throughout the client journey.
The role reports into theOperations Manager
WHAT IMPACT CAN YOU CREATE AT CHANEL
CLIENT RELATIONS
Contact -Bethe first point of contact for the boutique from the Client Care Centre,Personal shopping,other boutiques,and any external partners.
Createan efficientsynergybetween the boutique and the CCCto ensure a seamless journey for the client before and after the boutique visit.
Client Communication -Provide solutions and be able to ensure theclient experience is at the highest levels by rapid decision making on client requests,responding to client complaints, including aftersales ifappropriateandtimelyclient communication on all client services.
To prioritise tasks, especially those relating to client enquiries, effectively and efficiently.
Online Appointment Booking -To introduce and manage theonline appointment booking system for the boutique,including the management of the booking tool, the communication with all relevant team members, and the reporting.
VOC - Reports all the weekly VOC reports to Management
Client Experience Team -Close working relationship with the Client Experience Host (if applicable)and support with thequeue managementat key peak periods.
Client Stock Management -Core responsibility for all client stock movement (returns, loans, reservations, remote sales,stock investigations, serial numbers,personal shopping(if applicable)
Collaboration -Maintaina high levelof collaboration across the boutiqueand between boutiquesbeing the glue to client services.To include Aftersales, Cashiers,andStock teams,tailorsand IT. Liaise with Operations Team in HO and during monthly Ops call.
Reporting -Reports and analysison client servicesand power BIto Management.
OPERATIONAL EFFICIENCIES
Salesforce technology -Use of salesforce technology to answer all client queries from CCC
Develop key relationships with stakeholders to support the day-to-day operations of client services and all that it entails.
Admin support -fortheOperations Managerincluding -POS stationary,Packaging,Chanel & moi services and equipment and uniform.
Client Services -Key contact for all delivery and courier services used for client services within the boutique(DHL, DPD) and YOLK (local courier service).
Stock movementand Export Shipping -Complete understanding of all stock movement procedures and shipping,VAT,and tax implications for clients.
ProjectSupport -Responsiblefor the successful implementation of all new client service projects/pilots introduced into the boutique(updates onPioneer, My360)
TechnicalSupport - You will beadesignated superuser for all IT within the boutique. Your experience will enable efficient client service delivery ina timelyand proficient manner.
Sustainability -Support the Operations Manager with havingSustainability atthe forefront of allday-to-daydecisions.
YOU ARE ENGERGISED BY
Being highly organised, rigorous, and reliable.
An ability to organise workload autonomously, multi-taskandanticipatescenarios.
Creating a seamless experience for the clients in terms of the service levels offered, using excellent communication skills, both verbal and written.
Working collaboratively with multiplepeers and partnersand enjoy forming these critical relationships.
Training and coaching the team of FAs across all digital tools and compliance for clientservices.
WHAT YOU WILL BRING
A calm and professional approach with an ability to problemsolveand work efficiently and accurately under pressure.
A good working knowledge of Salesforce and any software necessary for courier and delivery bookings.
An ability to manage online appointment bookings and boutique appointments and the rigour to follow up and ensure success.
Strong IT skills and leading by example for the team in all new digital projects.
Excellent client service skills and a desire to reach the best conclusion.
Great diplomacy and good negotiation skills
Coaching and one to one training skills
The ability to form exceptional and lasting professional relationships withpeers andclients.
Well versed in meeting the requirements of discerning clients.
Outstanding interpersonal skills.
Confidentand effectivecommunicationat all levels.
Meticulous attention to detail.
Organised and methodical.
Excellent level of written and oral communication.
Strong multi-tasking skills
Ability to adapt to a fluid environment
WHAT YOU WILL LEARN&WHAT CHANEL CAN OFFER YOU
The opportunity to be a part of a pivotal, newly created link role that will be theconnectionbetween the boutiques, the client,and the Client Care Centreas well as external partners
The ability to reacha huge numberof colleagues and to develop influential partnerships across the retail network.
Delivery of excellence in anenvironment that places the long-term success of CHANEL at its forefront
An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth
BENEFITS AT CHANEL
Our employee benefits have been created to support you across your professional and personal life by offering you:
Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories
Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100s more.
Mental Wellbeing: Employee Assistance Programmes and Other Support Lines
Platforms: Multiple Platforms to support across Wellbeing
Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales
Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones
*Benefits are eligibility dependant and subject to change at any time
At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness ofeach individualincreases the diversity,complementarityand effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.