UK Customer Service Director

Job description

HOW WILL YOU MAKE AN IMPACT?

·  Manage the UK RCS platform to ensure the best level of service
·  Ensure that Richemont Customer Service (RCS) activities in the market are focused on Client Service and Performance to support the strategy and development of our Maisons
·  Deliver Operational Excellence and optimize the fundamentals of the activities to maximize client satisfaction, efficiency, teams’ development and overall profitability
·  Work closely with all key stakeholders (Group & Regional RCS teams, Local Maisons & Manufacture) on the implementation of new or optimization projects

 

Performance management and operational excellence:

·  Coordinate & oversee the entire repair process and the internal operations of the different departments (Administration, CS Logistics, Technical, Communication)
·  Ensure application of Group and Maisons policies
·  Monitor RCS KPIs (lead time, quality, productivity and customer satisfaction) and implement the relevant action plans
·  Optimize internal flows & processes, lead continuous improvement and business transformation projects
·  Propose and control the CS budget, in line with Maisons strategy and Group guidelines
·  Resolve escalated customer issues and complaints in a timely and effective manner

Business partnering with internal & external partners:

·  Ensure that all interactions with our internal & external partners are handled with professionalism, empathy, and a focus on building long-term relationships
·  Develop & maintain a strong partnership with the Maisons to enable a sustainable business growth
·  Support the Maisons in the preparation and activation of their strategic CRM campaigns
·  Contribute to the growth of the Maisons by developing the CS activity according to the needs (e.g.: Jewellery)
·  Develop a strong relationship with external partners and understand their needs (regular visits & follow-up)
·  Develop the network of external authorized repair centres

Leadership & Team management:

·  Lead, mentor, and develop the different teams and identify relevant trainings
·  Set performance objectives, provide regular feedback and conduct performance reviews
·  Foster a positive and collaborative work environment
·  Define recruitment strategy and ensure adequate staffing levels in accordance to the needs

 

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

·  Experience in Customer Service, ideally in luxury industry
·  Client oriented
·  Ability to work in a fast-paced, evolving environment
·  Strong leadership skills and ability to develop and grow a team
·  Interpersonal and communication skills
·  Continuous improvement and problem-solving mindset
·  Organizational skills
·  Experience with ERP system such as SAP 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.

·  We value freedom, collegiality, loyalty, and solidarity
·  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:

·  Initial screening call with Richemont Talent Team
·  Interview with the Hiring Manager
·  Interview with the HR Manager