Client Services Manager

1 week ago

Taguig, Philippines Red Selvage International Corp Full time

Job Description Account Management Take full ownership of the end-to-end operations for the Brand's Online channel, managing all stakeholders to ensure business growth and smooth operations. The primary point of contact for key internal and external stakeholders, including international and local teams. Monitor and analyze KPIs daily, including sales, inventory leftover rates, and local assortment share, to ensure targets are on track. Generate on-demand reports with actionable insights and analysis. Maintain a weekly cadence and conduct monthly business reviews with key counterparts. Collaborate with cross-functional teams to identify opportunities for growth, troubleshoot challenges, and improve the overall omnichannel customer experience. Work with the Principal team to optimize the website/app for best user experience and with the marketing team to align on marketing support. Manage and mentor the Client Services Associate, ensuring their operational efficiency and career growth. Operations. Proactively identify and resolve critical operational and technical issues. This includes documenting and escalating all identified financial leakages to secure claims, and developing solutions to prevent future losses. Enhance back-office efficiency by standardizing Standard Operating Procedures (SOPs) across all e-commerce functions. Manage and oversee all shipments, from warehouse arrival to last-mile delivery, ensuring timely fulfillment and adherence to all inbound and outbound SLAs. Forecast and plan inbound and outbound volume to be coordinated for warehouse resource planning. Manage stock transfers and pullouts, coordinating between physical stores and the warehouse. Manage the end-to-end process for returns and exchanges, including the flow for online customers returning to physical stores. Product Management (Inventory) Actively analyze merchandising and inventory data to identify action points for slow-selling goods and manage the replenishment of fast-selling items. Analyze and process merchandising proposals, confirming buys by evaluating their commercial viability and alignment with business objectives. Conduct pricing and size curve analysis and historical performance to optimize product assortment. Monitor capsule and seasonal collections for performance and develop actionable insights. Build and maintain a knowledge base on historical models to inform future buying decisions. Customer Service Troubleshoot and resolve online customer concerns, including managing and resolving chargeback claims, DTI complaints, and PR cases. Push refunds in the payment gateway when a refund failure is confirmed. Technical Project manage technical developments and coordinate between internal and external stakeholders. Audit and troubleshoot backend and frontend systems such as but not limited to customer journey, product listings, and payment gateway issues. Finance Coordinate all invoices and claims between internal and external stakeholders and finance. Monitor claims settlement Reviewing Statement of Accounts #J-18808-Ljbffr

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