Director of Client Services - Saks (New York, NY)

Oversee all aspects of the company’s ongoing Customer Service operation including client service, concierge desk, operator and navigator team-Improve overall customer experience, drive store service culture, develop customer relationship strategy, support customer retention and loyalty program. -Oversee all aspects of the company’s ongoing Customer Service operation including client service, concierge desk, operator and navigator team-Improve overall customer experience, drive store service culture, develop customer relationship strategy, support customer retention and loyalty program. -Analyze customers report card to identify service opportunities and develop process to improve customer experience-Proactively review effectiveness of current process flow, phone system and navigator program to implement efficiencies and effectiveness. -Develop strong internal partnerships with selling population and establish alignment with SLT to strategize service improvement process and improve overall store service score. -Conduct effective service training to selling associates, selling managers and client service professionals to upgrade store service culture and drive customer focus-Improve the overall department skill set, service level, atmosphere and moral and create solid career path for team’s future growth with clear vision-Assist with CAR strategy and analyze customer spending insight to maximize the spending potential. -Manage customer accommodation account, payroll and leased accommodation expenses effectivelymer experience, drive store service culture, develop customer relationship strategy, support customer retention and loyalty program. -Analyze customers report card to identify service opportunities and develop process to improve customer experience-Proactively review effectiveness of current process flow, phone system and navigator program to implement efficiencies and effectiveness. -Develop strong internal partnerships with selling population and establish alignment with SLT to strategize service improvement process and improve overall store service score. -Conduct effective service training to selling associates, selling managers and client service professionals to upgrade store service culture and drive customer focus-Improve the overall department skill set, service level, atmosphere and moral and create solid career path for team’s future growth with clear vision-Assist with CAR strategy and analyze customer spending insight to maximize the spending potential. -Manage customer accommodation account, payroll and leased accommodation expenses effectively

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