VIP Client Services Lead for Online Retail Clothing Luxury Store (US)

Job Overview:

The Lead Client Service Manager will be responsible for overseeing the client services team and ensuring the highest level of customer satisfaction. You will serve as a liaison between clients and internal teams, providing strategic leadership, direction, and support to ensure successful client relationships.

Key Responsibilities:

·       Lead and mentor a team of Client Service Team to deliver exceptional service and ensure client satisfaction.

·       Develop and manage client relationships and provide ongoing support.

·       Handle Escalated Clients Situations

·       Act as a key point of contact for high-profile clients, addressing their needs, concerns, and inquiries in a timely and professional manner.

·       Foster a customer-centric culture within the team by ensuring that clients’ expectations are exceeded.

·       Collaborate with cross-functional teams (sales, product, operations) to resolve client issues and deliver customized solutions.

·       Provide regular performance reports, analyze client feedback, and implement improvements based on client satisfaction surveys.

·       Provide monthly team reviews.

·       Provide operational team support, run financial reports, and invoice management

A Senior Manager supporting mall operations in ensuring smooth operations. Their primary responsibilities typically include:

Strategic Support:

• Long-term Planning: Developing and implementing long-term operations support strategies 
• Budgeting and Financial Planning: Overseeing the budgeting process, financial forecasting, and cost control for the entire mall support group.
• Business Development: Identifying new support opportunities, partnership and strategies
• Risk Management: Assessing and mitigating potential risks, such as security threats, natural disasters, or operational challenges.

Operational Support:

• Contract Negotiation and Management: Handling the negotiation and management of contracts with LGU, suppliers, and service providers.
• Policy and Procedure Development: Creating and enforcing standardized policies and procedures to ensure consistency across all malls.
• Compliance and Regulatory Affairs: Ensuring compliance with local, regional, and national regulations, including safety, health, and environmental standards.
• Technology and Systems: Implementing and managing technology solutions to improve operational efficiency and customer experience.

Team Leadership and Development:

• Team Management: Leading and mentoring a team of operations support, providing guidance and support.
• Performance Management: Setting performance goals, conducting performance reviews, and providing feedback to suppliers, stakeholders, peers and subordinates
• Talent Development: Identifying and developing high-potential talent within the team, and identify high potential suppliers, and partners
• System and Structure : Able to adopt and Implement EOS to improve the depts effectiveness and be able to relate, and connect to other departments

Problem-Solving and Decision-Making:

• Crisis Management: Responding to and resolving complex operational issues and crises.
• Decision-Making: Making critical decisions that impact the overall performance of the mall group.
• Problem-Solving: Identifying and resolving operational challenges, such as tenant disputes or facility maintenance issues.

Manager, Network Operations

As part of our continued expansion, we are hiring a regional Network Operations Manager in Manila, Philippines to join our growing Network Leadership team. The successful candidate will manage a team of Network Engineers in the Asia-Pacific region.

This position is critical in maintaining the daily operations of Continent8’s global backbone network, IP Transit and Internet eXchange (IX) uplinks and NNIs to other network providers while supporting our high value customers with very high expectations. While the primary objective of the role will be to maintain operating stability, working directly with the other regional Network Operations Managers, you will also be challenged to standardize our support practices and procedures and the development of automation workflows where necessary, in order to increase agility, efficiency and accuracy of the provisioning and documentation of customer services and the deployment of network changes.

The position is technical by nature and will also require people management, people development and resource planning skills to deliver the company’s expansion plans. This role requires a high degree of autonomy, independence, ownership and responsibility with prior experience of working in operations for an Internet Service Provider.

The Role

As a Network Operations Manager, you will be responsible for:

• The overall availability and performance of the C8 Global Backbone network and associated networks and services. · Maintain network availability while delivering new customer network services.
• Managing resources while working with project managers to deliver key goals.
• Reviewing completed tasks to ensure compliance with design, standards and billing.
• Acting as a point of contact for all team members to escalate to for technical advice and guidance and provide Network Level 3 support as require.
• Overviewing 3rd party maintenance activity, incidents and support provided by our hardware vendors and service providers and working with our Vendor and Circuit Provider managers to ensure high levels of uptime and support are maintained.
• Supporting the wider Network Operations team to provide 24/7 support and participate with peers in resolving major network incidents.
• Managing the 24/7 support rotation, ensuring that there is enough resource to support the C8 Global Backbone at any given time.
• Building a strong relationship with other Regional Network Operations Managers and Leaders and other Heads of Department to achieve company goals and deliver an aligned technical strategy
• Working with the Network Deployment, Network Security, Network Engineering, Support, DevOps and SysOps teams to achieve company goals and our technical strategy.
• Interfacing with Product, Sales and Customers to ensure collaboration and excellent customer satisfaction is achieved.
• Enhancing a team culture of continuous learning and development with a focus on operational excellence.
• Performing periodic risk assessments and correcting non-compliance issues as they arise.
• Defining new practices and continuous review of the teams provisioning processes and methodologies.
• Defining and reporting team KPIs, metrics and OKRs and aligning them with the rest of the Network group.

Business Requirements

As a leader, you have operated industry-leading projects from 0 to 1 (at least three examples), and successfully launched no fewer than two projects on top-tier exchanges. Experience with public chain or Web3 technology projects is preferred.

You have managed and operated large multilingual user communities, including Telegram, Discord, and Twitter ecosystems, demonstrating excellent community management and orientation skills.

You possess outstanding online operational skills across community, marketing, business, and ambassador systems, with no fewer than three relevant successful experiences.

You have extensive experience in organizing and participating in offline events, including Web3 summits, community-building communication, fundraising promotions, and more.

You have experience in organizing and managing large teams, encompassing community operations, marketing, events, and other areas.

Experience in organizing notable hackathons, bug bounties, and developer competitions is a plus.

In terms of growth, you have at least three successful experiences within leading industry projects, with at least one being a top project in the field.

ROLE: *Operations Manager - BPO*

Location: MOA (Pasay), Philippines.

Salary: Open for negotiation

Language: English (Filipino)

Joining Date: ASAP

Headcounts: 4

Permanent

Report to: Senior Manager/AVP

*Must Have: Must have Travel Account background experience, Minimum 10 years in BPO and At least 6 years as Supervisory experience*

*Role/Responsibility*

• Capacity planning and staffing plans for the process based on medium term business forecast.
• Negotiating and finalizing SLA’s with the Client.
• Establishing a review/ reporting mechanism with the Client.
• Developing and approving incentive plans.
• Be a Champion for process & performance improvement projects.
• Develop case studies, show case the business and participate in business acquisition.
• Review progress of attrition action plans and check effectiveness.
• Provide leadership to team of lead assistant managers, team leaders and agents
• Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

*Values & Behavior*

• Customer Service orientation.
• Quality Orientation.
• People oriented.