Omnichannel Client Experience Manager Lazio

Omnichannel Client Experience Manager
Roma
Lazio, Lazio

The position is based in our HQ in Rome and part of the Digital & Omnichannel Global team.

Directly reporting into the WW Omnichannel Director, the Omnichannel Client Experience Manager will have the mission to increase the adoption rate of all the omnichannel processes and tools across all retail teams.

The resource will closely work with HQ Omnichannel Operations team, in charge of the development of projects, processes and tools, with HQ Retail Training team for the implementation of dedicated training activities and mostly with Omnichannel, Training and Retail teams across all regions.

Final aim is to provide retail teams with all the skills needed for a client-centric approach, building a real omnichannel client experience in Fendi.

**Main Responsibilities**:

With the aim to spread omnichannel mindset and boost adoption across all retail network:

- Provide support to Regional and HQ Omnichannel Operations teams for the finalization of user requirements related to new projects and processes in order to be sure to meet retail expectations and needs from the very beginning of each project

- Provide training modules and sessions to support both retail teams and Client Services team for every new omnichannel process and tool launched, highlighting the key benefits and key strengths of the solutions.

- Provide in-store coaching, support and training to retail teams, having a close relationship with store managers and client advisors in boutique, as well as with client services team

- Coordinate WW and regional sessions of best practice sharing, highlighting key success stories, best-in-class and key recipe for the success

- Collect feedback from retail teams and client services related to omnichannel processes and tools, highlighting to HQ project team key strengths of the solutions, areas of improvements, needed bug fixing, enhancements

- Collaborate with other departments in the preparation of the selling ceremony, in order to make it more seamless and omnichannel as possible, with particular focus on special projects and retail activations

- Work with the HQ Omnichannel Operations team and Regional teams to establish Omnichannel KPIs at zone/market/store level and helping teams to declinate to each client advisor.

**Profile**:

The position requires an individual who works well in changing environment, fast and dynamic.

**- 6+ years of experience in one of the areas: Retail, Retail Training, Retail Excellence, Omnichannel, CRM within Fashion Luxury market segment

- Experience in a regional office or in the store is a strong plus

- Training and motivational skills, understanding of "train the trainer" methodology

- Understanding of market specificities and localization

- Extremely organized and high attention to luxury and details

- Passion and proactivity are key aspects of this role

- Teamwork, strong empaty and communication skills

- Availability to travel up to 40% of the time

- Very good knowledge of Office package, mainly Powerpoint

- Fluency in English