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Reference Code:  41001

Cartier Europe Client Relations Center Team Leader

Amsterdam, NH, NL

Fixed Term
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 7,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. 

  
  

MAIN PURPOSE

 

Within the Cartier Relations Center team, reporting to the Relations Center Manager, the Team Leader manages and leads a team of approximatively 10 multilingual Ambassadors.

The Team Leader will be responsible for supervising, guiding, managing, motivating and supporting the development of their team members on a daily basis ensuring that the team is delivering an excellent customer service in line with the defined KPIs and Cartier standards.

 

KEY RESPONSIBILITIES

 

  • Creates an environment oriented to trust, open communication, creative thinking, team cohesion and maintain healthy team dynamics
  • Leads, manages, motivates and evaluates the Ambassadors’ performance on all KPI’s (performance reviews, appraisals and disciplinary actions)
  • Responsible for the staff planning and scheduling
  • Allocates workload among the Ambassadors
  • Sets up objectives of the Ambassadors
  • Monitors the quality level of interactions with clients via all channels (calls, emails, Facebook and live chat) on regular base (monthly reporting) according to the guidelines and organise feedback sessions
  • Follows up all KPI’s and makes daily, monthly reporting and analyses the results and sets up action plans to continuously improve
  • Supports team and individual performance improvement by closely working with the L&D team to develop ambassadors and assure that the team members have the necessary training to effectively answer clients’ requests
  • Follow up the development of the team members (career aspirations, skills to develop, training needs…) in collaboration with the L&D team
  • Deals with escalated cases when needed
  • Recognize and celebrate team and team member accomplishments and exceptional performance
  • Organizes team meetings (agenda and minutes) and share all transversal projects/information shared by the Manager
  • Is the interface between the Ambassadors and HR, IT, Finance and other departments
  • Ensure that all information/procedures received from the Europeans markets is cascaded to the Senior ambassadors
  • Make sure Senior ambassadors have all trainings, information needed to support the team
  • Answers calls, emails, social media and live chat when needed, and backs up the ambassadors in case of emergency
  • Participates in the recruitment of new Ambassadors and senior ambassadors
  • Participates to transversal and other projects

 

 

SKILLS

 

  • Excellent organizational and people management skills (monitor, motivate and coach the team)
  • Good interpersonal and communication skills
  • Thrives in a multicultural work environment
  • Commercial and business minded with a strong customer service focus.
  • A driven problem-solver with a real passion for innovative ways of improving team performance and overall service operations.

 

 

PROFILE

 

  • 2 to 5 years of experience in team leader role in an international customer service environment
  • Significant experience in customer service, retail sales, or in call center / e-commerce related activities
  • Organized, team player, rigorous, proactive, flexible, dynamic, supportive, multitasking and able to work under pressure
  • Must be fluent in English or Native English
  • Must be in possession of a valid work permit in the Netherlands

 

 


Learn more about life at Cartier



www.careers.cartier.com

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont