Client Service Manager, APAC

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we've dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design. At RIMOWA we believe that great ambitions demand resilient companions. It's why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

Please join us to discover your own.

Roles and Responsibilities

• Lead the Client Service implementation in Singapore
• Prepare quarterly contact forecasts for Client Service and define the necessary team sizing to meet service demands.
• Design the annual strategy for contact channels and team organization, ensuring alignment with the RIMOWA's vision and growth plans. Develop and manage the corresponding budget.
• Monitor quantitative and qualitative KPIs on a daily, weekly, and monthly basis, implementing action plans as needed to drive continuous improvement and ensure service excellence.
• Lead a multicultural team and ramp-up the advisors with a structured methodology for coaching and training.
• Address client requests, complaints, and issues, often serving as a point of escalation to ensure quick and effective solutions.
• Propose optimizations in tools, processes, reports, and organization to enhance both advisor experience and service delivery. Collaborate with relevant departments for implementation.
• Drive the launch of new channels and services, ensuring operational alignment and seamless integration into the team's workflows.
• Perform data analyses to understand business trends, assess the impact of initiatives, and gain insights into client behavior to drive decision-making.
• Act as the Voice of the Client, representing APAC clients in cross-functional projects and ensuring their needs are at the forefront of our service strategies.
• Share best practices and collaborate with global Client Service leaders, positioning Client Service in APAC as a leader in innovative service solutions.

Work Requirement:

• At least 5 years of experience as a Client Service Manager or key contact for a partner, with proven leadership in managing.
• Inspirational leader, capable of building a collaborative and client-focused culture.
• Analytical and results-driven, with the ability to translate data insights into actionable strategies.
• Thorough and detail-oriented, ensuring high-quality service standards.
• Entrepreneurial spirit, with the ability to drive innovation and lead multiple projects simultaneously.
• Strong communicator, adaptable to various audiences in both oral and written form.
• Advanced knowledge of Microsoft Excel, PowerPoint required. Experience with Salesforce Service Cloud is appreciated.
• Ability to manage deadlines, work under pressure, and balance multiple priorities.
• Curious and attuned to market trends, always looking for ways to improve service offerings; ability to work with global teams and adapt to different cultural contexts.
• Excellent communication skills in English, both verbal and writing. Further language as an advantage