Client Relations Center Team Manager (German Speaker)

Job description

HOW WILL YOU MAKE AN IMPACT? 

 

The Client Relations Center (CRC) Team Manager is responsible for the daily running and management of the Van Cleef & Arpels Client Relations Centre. You will be the first point of contact for your team of e-Boutique Sales Associates and are also an expert in systems, processes, and procedures. You will ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to train and motivate your team. Using effective communication skills, you must liaise and supervise effectively to achieve both sales targets & service excellence of the Maison.   

 

Key responsabilities:

 

Operations Management:  

 

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Monitor performance and Sales KPIs. Manage follow-up actions with Client Advisors 

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Monitor client satisfaction KPIs (NSS) and quality KPIs. Manage follow-up actions with Client Advisors 

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Guide and manage the team to meet/exceed the Sales targets and SLAs across different channels 

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Ensure awareness of Maison’s policies, service and commercial rules being followed 

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Guarantee Maison Retail procedures are respected (selling, client services, return & exchanges, delivery) 

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Enhance cross-functional collaborations for seamless client journeys 

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Implement crucial and creative strategies for better client experiences 

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Be responsible for Client Service projects implementation and improvements 

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Build & follow-up team planning (shifts) 

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Be a champion in the implementation of new strategies/projects 

  

Advising, Selling & Clienteling:  

 

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Implement the CRC action plan to reach sales targets and service excellence 

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Handle & solve escalated issues in close coordination with Online Retail and Client Development team or brick & mortar boutique teams 

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Follow & monitor CRC Client Advisors contact plans and Clienteling objectives 

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Analyze the conversations, mails, chat and follow-up with boutiques, to prepare the best training and coaching in the specific advising, selling and Clienteling missions 

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Be the referent of client satisfaction topics and ensure follow-up of answers to clients with your team 

Team Development: 

 

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Conduct Team meetings: morning briefings, monthly & quarterly, operational meetings 

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Assess the quality for the team and define coaching needs in collaboration with CRC Team, Quality and Systems & Training management  

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Support definition of recruitment needs, participate in recruitments and manage the integration/onboarding of new team members 

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Monitor progress of Client Advisors performance objectives, key KPIs and conduct performance reviews 

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Follow up the development of the team members (career aspirations, skills, retention, etc) 

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Create a positive and productive environment by leveraging both personal and team savoir-faire 

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Recognize and celebrate team and team member accomplishments, exceptional performance 

  

HOW WILL YOU EXPERIENCE SUCCESS WITH US? 

 

· 
Previous leadership experience managing big teams in a high-quality customer experience environment 

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Ability to work on own initiative and have a logical and methodical approach to work  

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Being proactive with excellent organizational and time management skills  

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MS Office and a high level of Excel knowledge 

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Experience with Contact Centre related tools such as SalesForce and reporting tools  

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Excellent written and spoken communication skills in both English and German  

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Luxury (retail) experience is a plus  

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A previous experience in a Client Relations Center setting is a plus  

WHAT MAKES OUR GROUP DIFFERENT? 

  

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential. 

  

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We value freedom, collegiality, loyalty, and solidarity. 

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We foster empathy, curiosity, courage, humility, and integrity. 

· 
We care for the world we live in. 

YOUR JOURNEY WITH US: 

 

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

 

 

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks 

2nd Stage – Interview with Client Relations Centre Management Team

3nd Stage – Case study

4th Stage – Case study review & interview with Client Relations Centre Europe Manager & Regional E-Business Director

 

  

LEARN MORE ABOUT LIFE AT RICHEMONT BELOW: 

  

https://www.linkedin.com/company/richemont/   

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg