Branch Manager

Job description

ASM, Customer Service Centre specialized in luxury brands, answers customers by phone and email, for our client brands (more than 60, only in the luxury sector).
These last years, we have developed an important activity of support for e-commerce and the moderation of social networks.
We count with 200 collaborators world-wide and subsidiaries in France (65 collaborators), Belgium, Italy, USA, Hong-Kong, Mainland China and Japan. Soon, we will be opening a subsidiary in London.
We thus guarantee our customers the opportunity of having the same policy all around the world with a possibility of world coordination.
Our specialized subsidiaries, B&C for a CRM specific in luxury and "La Ligne Verte" for outbound actions, allows us to offer our customers a complete customer service.
Everywhere, our tailor made approach guarantees you the quality looked for by luxury brands.

We offer a job based in London.

OBJECTIVE:

Guarantee an excellent service to ASM’S clients by delivering performance results in an optimal manner. This responsibility requires a constant control and information must be up to date permanently.

Guarantee the administrative and financial management of the subsidiary

Guarantee growth and development by prospecting new clients and increasing the turnover from existing customers.

FUNCTIONS:

• MANAGING A PROFIT ORIENTED ORGANIZATION

- Profit Monitoring for the assigned area (Monthly P&L, and Latest estimate)

- Invoice payment, transmission to accountant

- Estate and asset management (office, administration……..)

- Constant improvement of the « ASM Method » (Procedure Guide ASM)

- Daily report by e-mail to FXP / International coordinator

- Copy (cc) in email exchanges with clients

- Check list of complete F/U’s after a visit from FXP / International coordinator

- Responsible for:

ð The performance of the site where they are based

ð The organization of the offices for which they are in charge

ð The organization of the MAJ of documents used by the customer representatives (Conso +; Infotel)

ð The respect of the data processing and phone procedures (Back up)

• MANAGING THE CUSTOMER REPRESENTATIVES

- Management and Motivation of permanent teams (to listen, facilitate, monitor)

- Recruitment / layoffs

- Comprehensive training of new recruits (procedure guide for Brands and ASM)

- Ongoing training of existing teams (Debriefing of mystery calls ==> determining DESC training modules, training of maj of procedure guides for brands and ASM).

- Schedule and vacation monitoring for customer representatives.

• COMERCIAL MANAGEMENT (LINK WITH BRANDS; PROSPECTING)

- Contacting with brands to provide an optimum service at all times

- Maintaining ongoing contact with the brands regarding questions not covered in the procedure guides so that these may be integrated and updated.

- Implementing and monitoring of specific projects with the brands

- Reporting monthly to brands (quantitative and qualitative)

- Constantly looking for new customers

DESCRIPTION OF DUTIES AND RESPONSIBILITIES

• Daily monitoring of missed calls from the day before
• Monitoring timesheets for salary payments of the customer representatives
• Overseeing the qualitative bonus for each customer representative
• Communicating the necessary billing elements to the accountant (hours worked by client representatives)
• Check that the computers perform well and are equipped with Infotel and Conso +
• Monitoring the ACD setting corresponding to the schedules

RESULTS MEASUREMENT

• Quality Pack (Infotel, Conso + up to date, reports sent on time)
• Performance of Client Representatives
• Development of profit generated by brands
• Gross Margin

SKILLS:

Commercial sense (existing customers, prospecting)

Natural authority, sense of command

Organizational skills to organize the work of others.

Capacity of initiative

Computer ease

EDUCATION :

Business Studies allowing a general overview of the function

Education allowing immediate correction to any errors or language familiarities of the Client Service Representatives.