Offers “Richemont”

Expires soon Richemont

Assistant Manager

  • Dallas, USA

Job description

Date: 08/01/2022

Brand/Function: IWC/CRC

Job Title: IWC Assistant Manager

Location: Grand Prairie, TX

FLSA: Exempt (salaried)

 

Primary Duties:

The IWC Assistant Manager inspires the team to deliver the highest level of service to every client at every touchpoint.

 

 

Key Responsibility 1 :

·  Monitor all sales through all ecommerce channels
·  Manage the eCommerce order flow while collaborating with all partners to maintain an exceptional client experience
·  Manage the distribution of daily sales reporting
·  Collaborate with boutique leader on planning the monthly roadmap and initiatives

 

 

Key Responsibility 2:

·  Manage the creation and distribution of the teams schedule
·  Ensure that the teams workload and daily tasks are relevant and evenly distributed
·  Motivate, support, train, & elevate the CRC staff through daily, weekly, and Monthly coaching sessions
·  Ensure the team has proper understanding of all Maison and Group policies and procedures.
·  Educate and inspire your team with Maison knowledge, local/global competitive landscape, and industry news

 

Key Responsibility 3:

·  Be the key stakeholder in the management of all pre-orders and ensure all orders in the pipeine are monitored on a daily basis
·  On going communications with corporate operations team to ensure up to date information is shared with the ambassadors on order status, ETA, and accessory replenishment
·  Be the boutique point of contact for all non sellable supplemental materials (service kits, packaging, etc)

Key Responsibility 4:

·  Partner with the front line team to appropriately resolve any client issues or escalations and interject as needed to enhance client experience
·  Partner with the client support center to ensure a seamless after sales experience
·  Maintain a strong working relationship with the teams from the client service center and distribution center to ensure a high level of client satisfaction
·  Achieve all After Sales, KPI and NPS targets
·  Develop the clienteling database and ensure the team proactively engages with all clients on multiple platforms
·  Master a strong knowledge of the Eboutique client and understand how we can exceed all of their expectations
·  Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social)

 

 

 

 

Key Responsibility 5:

·  Main point of contact for testing and implementation of any new or existing technology changes
·  Report and Monitor bugs and technical issues. Collaborate with key stakeholders to ensure prompt resolution.
·  Consistent review of the IVR flow to ensure a premium client experience

 

DIMENSION

Geographical Area Under Responsibitily: NA

 

Brands Under Responsibiity: IWC

 

Headcount Supervised: 6

 

 

JOB PROFILE

 

Education:

·  Bachelor Degree preferred but not required

 

Required Experience:

·  Minimum of 3 years of management, especially in a client focused environment
·  Experience leading a team of direct reports
·  Experience in the luxury industry
·  Experience in operations or logistics

 

Technical Skills/Abilities:

·  Computer knowledge with demonstrated proficiency utilizing a variety of systems – Office365 etc
·  Knowledge of telephone equipment and relevant computer programs
·  CRM system knowledge (SAP/BI/Salesforce etc)

 

 

Personal Skills:

·  An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflict.
·  Excellent verbal and written communication skills
·  Strong influencer, with a strong ability to build consensus among multiple levels and functions within the organization
·  Strong leadership skills and ability to develop and grow a team
·  Enthusiastic approach with clients and colleagues
·  Entrepreneurial spirit to develop their own business and build long lasting client relationships
·  Creativity in developing new ways to motivate and develop a team
·  Collaborative approach with ability to foster a united work environment with a “can do” attitude
·  Strong understanding of client service needs and priorities (internal and external)
·  Strong attention to details with the ability to handle multiple tasks simultaneously and with precision
·  Ability to work in a fast-paced, evolving environment
·  Intellectual curiosity and passion for learning
·  Ability to travel up to 20% of the time

 

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted

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Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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