Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church’s and Car Shoe brands, and has employees of over one hundred nationalities. The acquisition of Pasticceria Marchesi 1824 has marked the Group’s entry into the food sector, applying the same high-quality criteria. Very proactive also in the art field, the Prada Group strengthens its presence through contemporary art projects in constant evolution.
JOB PURPOSE
The Client Services Team Leader is responsible for the performance, development, and accountability of a team of Client Advisors and Senior Client Advisors operating across eCommerce, Phone Sales, and remote clienteling channels. The role owns people management and commercial coaching tied to team KPIs: net sales, AOV, conversion, return rate, and clienteling penetration. The Team Leader translates data and QA feedback into targeted advisor development, partners with the Client Services Manager on HR matters, and operates with the autonomy to make day-to-day team decisions. This role supports the Prada and Church's brands across the US, Canada, and Brazil.
RESPONSIBILITIES
- Conducts weekly structured 1:1s with every direct report; documents performance, development goals, and commitments
- Manages performance of the full advisor roster tied to team KPIs: sales, AOV, conversion, return rate, clienteling penetration, and service metrics
- Coaches to root cause, not symptoms — reads advisor scorecards and diagnoses what is actually driving the number before acting
- Receives scored interaction data from Training and translates it into specific, advisor-level coaching conversations and development plans
- Oversees clienteling activity across the team: outreach cadence, book management, and quality of advisor-to-client engagement
- Partners with the Client Services Manager on HR escalations, corrective action, and performance documentation; owns the documentation trail
- Delivers hard feedback directly and holds the line on performance standards without softening the message into ambiguity
- Reports upward to the Manager on team performance, people risks, and flags — selectively and with triage, not comprehensively
- Operates within priorities set by the Manager; reprioritizes mid-week as direction shifts without losing team momentum or confidence
- Builds and holds team culture: high standards and strong team dynamics are treated as complementary, not competing
MUST HAVES
- Demonstrated people management — has managed through performance issues, not just supervised a team
- Commercial fluency — speaks in revenue metrics naturally; comfortable diagnosing a scorecard
- Accountability-oriented — can deliver hard feedback and hold it without softening it into irrelevance
- Cultural instinct — understands that high standards and a strong team culture are not in conflict
- Followership — can operate within a structure and set of priorities they did not design
- Agility — can reprioritize mid-week without losing team confidence or personal momentum
KNOWLEDGE AND SKILLS
- Prior people management experience in a commercial environment required; luxury retail or client services management strongly preferred
- Fluency with performance data — scorecards, KPI trending, YoY, and pacing analysis
- Proven ability to deliver direct, development-oriented feedback and document it
- Strong organizational and prioritization skills; comfortable operating in a fast-moving environment
- Excellent written and verbal communication
- Proficiency with Excel and client services / CRM systems
- Fluency in Spanish or Portuguese is a plus
Joining our Company means working in a creative, international environment with teams motivated by curiosity and a quest for excellence. The engine of our success is the importance and value we place on our people's talent and passion, which lead to their professional growth.
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.
This position will pay an annual salary of $80,00-$90,000 and may be eligible for bonuses and other incentive opportunities. The rate of pay offered may vary based on job-related knowledge, skills, and experience.
