Client Services Manager

13 hours ago

Taguig, National Capital Region, Philippines Red Selvage International Corp Full time ₱1,500,000 - ₱2,500,000 per year

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

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