Head of SWM (Specialist Watchmakers Maisons) team , Client Relations Center

Job description

MAIN PURPOSE

Head of CRC SWM team’s responsibility is to be the leader in driving sales, and excellence in customer service, manage and supervise CRC team’s daily performance and operations for Specialist Watchmakers including A.Lange & Söhne, Baume & Mercier, IWC, Jaeger-LeCoultre, Panerai, Piaget, Vacheron Constantin. He/She will lead and drive the collaborations with the maisons’ teams to meet expectations in sales, Clienteling, data capture, excellence in service, and operational efficiencies.

Understands Maison's Mid/Long term strategy and ensures that it is well communicated to the team so that CRC can implement best practices.

Set goals for CRC staffs and oversee staff performance.

Collaborate with L&D team to provide opportunities for team members to deepen their knowledge of services, products, and troubleshooting.

 

KEY RESPONSIBILITIES

 

·  DRIVE PHONE SALES
·  With phone Sales as our top priority, communicate closely with each Maison and do our best to achieve our goals. Build relationships with Maisons heads, and Maisons’ operation team members to gain support in stock allocation, Clienteling, and ammunitions to drive CRC sales and improve service qualities.
·  Provide reporting and set monthly meeting with each Maison.

 

·  MEET CLIENT EXPECTATIONS
·  Monitor service KPIs (NPS, CSAT, Medallia) and manage follow-up actions with Ambassadors.
·  Handle & solve escalated issues in close coordination with Maison (eCommerce team, Client Development team and BTQs)

 

 

·  MAISON IDENTITY & EXPERTISE
·  Be a role model on Maison values and narrative identity to be able to coach Ambassadors.
·  Develop general knowledge on competitors.

 

·  TEAM/STAFF DEVELOPMENT
·  Set & follow-up team objectives and individual development plan.
·  Challenge & develop the team (coaching, 1-to-1 meetings, feedback…) in collaboration with L&D team.

 

·  COMPLIANCE
·  Ensure compliance with Group’s policies & enforce Maison’s commercial rules.
·  Guarantee that procedures are respected (selling, customer services, stock management, security…).
·  Overview safety & security of the team.
·  Be the main CRC point of contact for HQ local teams on daily operational matters

 

PROFILES :

 

Requirements:     

·  5-year or more experience in contact center, customer service, retail sales and e-com related activities.
·  2-year or more experience in team management
·  Basic knowledge of E-commerce/Call Center and proficiency with the necessary technology, including e-com system, software applications, phone system etc.
·  Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skill.
·  Strong leadership, ownership, coaching skills, positive behavior to motivate employees.
·  Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
·  Decisiveness and attention to detail.
·  Native Japanese & Business English fluency.

 

Behavioral competency:

·  Set high expectation for the teams.
·  Understand Maison’s culture and values.
·  Give selective, specific and sincere feedback
·  Make thoughtful decisions to fix issues that require immediate attention
·  Creates a united team with members that complement each other
·  Realign daily priorities to the Maison strategy
·  Proactive and self-starter