Client Services Co-Ordinator, Selfridges

Client Services Co-ordinator

Location:

CHANEL Selfridges

Contract:

Permanent, Full-time Our boutiques are at the heart of our business, and delivering an exceptional client experience remains our priority. Acting as a key link across all areas of the boutique, the Client Services Co-ordinator role works in partnership with boutique teams, external partners, and clients to deliver a seamless and elevated client experience. Operational at its core, Client Services supports all aspects of boutique activity, delivering impactful touchpoints across communication, logistics, and day-to-day operations.

The role plays a vital part in facilitating smooth interactions and ensuring the highest standards of service throughout the client journey. The role reports into the Operations Manager

CLIENT RELATIONS Contact
- Be the first point of contact for the boutique from the Client Care Centre, Personal shopping, other boutiques, and any external partners. Create an efficient synergy between the boutique and the CCC to ensure a seamless journey for the client before and after the boutique visit. Client Communication
- Provide solutions and be able to ensure the client experience is at the highest levels by rapid decision making on client requests, responding to client complaints, including aftersales if appropriate and timely client communication on all client services. To prioritise tasks, especially those relating to client enquiries, effectively and efficiently. Online Appointment Booking
- To introduce and manage the online appointment booking system for the boutique, including the management of the booking tool, the communication with all relevant team members, and the reporting. VOC
- Reports all the weekly VOC reports to Management Client Experience Team
- Close working relationship with the Client Experience Host (if applicable) and support with the queue management at key peak periods. Client Stock Management
- Core responsibility for all client stock movement (returns, loans, reservations, remote sales, stock investigations, serial numbers, personal shopping (if applicable) Collaboration
- Maintain a high level of collaboration across the boutique and between boutiques being the glue to client services. To include Aftersales, Cashiers, and Stock teams, tailors and IT. Liaise with Operations Team in HO and during monthly Ops call. Reporting
- Reports and analysis on client services and power BI to Management. OPERATIONAL EFFICIENCIES Salesforce technology
- Use of salesforce technology to answer all client queries from CCC Develop key relationships with stakeholders to support the day-to-day operations of client services and all that it entails. Admin support - for the Operations Manager including - POS stationary, Packaging, Chanel & moi services and equipment and uniform. Client Services
- Key contact for all delivery and courier services used for client services within the boutique (DHL, DPD) and YOLK (local courier service). Stock movement and Export Shipping
- Complete understanding of all stock movement procedures and shipping, VAT, and tax implications for clients. Project Support – Responsible for the successful implementation of all new client service projects/pilots introduced into the boutique (updates on Pioneer, My360) Technical Support – You will be a designated superuser for all IT within the boutique. Your experience will enable efficient client service delivery in a timely and proficient manner.

Sustainability
- Support the Operations Manager with having Sustainability at the forefront of all day-to-day decisions. YOU ARE ENGERGISED BY Being highly organised, rigorous, and reliable. An ability to organise workload autonomously, multi-task and…