CRC Team Lead & Sales Coach - LATAM

CRC Team Lead & Sales Coach - LATAM

Coral Gables, FL US

Permanent

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 9000+ colleagues of 105 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.

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities 

Main Purpose

The Cartier Client Relations Center Team Lead & Sales Coach is responsible for providing first-level escalation support for Ambassadors related to clients, policies, and procedures. This position is responsible for leading the day-to-day, on-site business needs of the team. The Team Lead & Sales Coach is also responsible for developing the team to provide exceptional experiences for all clients while exceeding the sales goals. Strong focus on quality monitoring and to on-the-spot coaching. The CRC Team Lead & Sales Coach motivates the team to cultivate each client encounter into an ongoing, trusting relationship that will continue to drive the Cartier legacy.

Key Responsibilities

Daily Contact Center Operations

• Answer a wide variety of customer inquiries from the Ambassadors, regarding product characteristics, repairs, delivery, complaints.
• Support Ambassadors to become more autonomous with our resources.
• Tier one on client escalations; work in close coordination with the CRC Management, Client Services teams, and boutiques to resolve client issues.
• Educate and inspire the team with Maison history and new product knowledge.
• Act as a key communicator to the team, providing feedback on day-to-day business, changes to policies, and in return, providing feedback from team and clients to leadership.
• Consistently guide and manage the team to meet and exceed SLAs across all channels.

Quality Assurance & Monitoring

• Implement a quality assurance program to evaluate service levels for performance, sales, data accuracy and compliance standards.
• Regularly conduct assessments of client interactions (calls, emails, chats, etc.) and provide coaching.
• Analyze conversations, emails, and chat to prepare the best training and coaching.
• Monitor client satisfaction surveys and manage follow-up actions with Ambassadors.
• Monitor inbound traffic, schedule adherence and clienteling actions. 

CRC

• Foster a culture and set the standard for celebrating memorable moments for our clients through all channels.
• Cultivate new and existing client relationships through exceptional service and other Maison-specific CRM initiatives.

BA Team Development & Management 

• Motivate through positive communication, feedback, and goal setting during coaching sessions.
• Create an inspiring, positive, inclusive team environment which builds morale, motivates, and instills confidence. (Contest, quizzes, prizes)
• Recognize and celebrate team members’ accomplishments and exceptional performances.
• Share success stories with Brand Ambassadors on a regular basis.
• Identify future training opportunities based on day-to-day interactions and side by side sessions.
• Partner with management during the performance management process.
• Perform administrative and HR tasks including scheduling, payroll, and overtime management.

Job Profile

Education

Bachelor’s degree in business administration, operations management, or a related field.

Required experience:

• 3+ years as a trainer or coaching position, related to call center, retail, hospitality or similar customer service.
• Experience in managing direct reports.
• Exceptional interpersonal, communication, problem-solving, and conflict resolution skill.
• Strong leadership and positive behavior to motivate employees.
• Fluency in English, Spanish & Portuguese.

Technical skills / abilities:

• Experience of Salesforce or comparable CRM tool, preferred.
• Proficiency with Microsoft Office
• SAP Knowledge
• Experience in eCommerce, luxury retail sector, preferred.

Personal skills

• Collaborative approach with ability to foster a united work environment with a “can do” attitude.
• 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

We Offer 

We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness

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