[Cartier] Client Relations Center Manager

JOB TITLE                                 Cartier Client Relations Center Manager

REPORTING TO                        Cartier Senior Digital Business Manager

MAIN PURPOSE

CRC Manager is responsible for delivering exceptional client experiences including distance sales for clients contacting the CRC and Cartier website. Ensuring full cross-functional support and communication for all boutiques and networks. The role requires successful implementation of the Client Service Strategy and serving as a key player in establishing Cartier's CRC as the first class Maison and a hub for building relationships with local Richemont teams and various stakeholders within the group.

KEY RESPONSIBILITIES

Key responsibility 1:  CRC management

• Lead Cartier Client Relation Center in order to deliver Cartier brand value.
• Ensure the quality of service provided by the CRC to clients and boutiques.
• In charge of daily KPI, Phone sales and client relationship management and complaints handling.
• Enhance and maintain the Cartier brand image and values through effective communication with the collaborative teams to ensure consistent delivery of the Cartier image by the CRC Ambassadors.

• Manage the global project roll out related with Retail, eCommerce and other channels as key contact of Client Relation Center. Oversee project timelines, budgets, and resources to ensure project goals are met within specified parameters.
• Ensure CRC quality assurance & plan for CRC training strategy.

• Closely collaborate with L&D, Sales and service coach to develop and implement training programs.
• Act as a liaison between the headquarters team and local teams to ensure effective communication and collaboration.
• Continuously assess and seek opportunities for improvement in client experiences and provide targeted training to enhance the overall customer experience.
• Regular feedback & insight updates based on the client inquiry trend.
• Responsible of reporting & issue analysis in terms of inquiry trend & KPI.
• Risk management of resources & complaint handling.
• Forecast and plan the annual budget for all operational costs related to the CRC and ensure efficient use of resources.
• Promote brand culture within CRC to strengthen bond between online and offline experience for clients

Key responsibility 2 : CRC KPI management

• Manage and monitor the achievement of all KPIs in the CRC and ensure they are aligned with the global standards and expectations and set up local KPI.
• Establish and monitor service level agreements (SLAs) for all channels of communication, including call, email, web inquiry, social media, livechat, kakaotalk, and any other new channels added.
• Phone sales and Client barometer target alignment and activate the action plans to reach the target.
• Managing of mystery calling/call monitoring
• Identify and implement additional KPIs as required to continually improve the performance of the CRC.

Key responsibility 3: Distance sales target achievement

• Strategically plan and exceed phone sales targets to ensure CRC consistently achieves its sales goals
• Develop and implement actions plans & incentive scheme to align sales targets within internal networks
• Regularly monitor and optimize sales performance through effective coaching and training
• Collaborate with the team to identify and implement best practices for enhancing sales effectiveness
• Generate reports and insights on sales performance to drive continuous improvement efforts within CRC

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PROFILE

• University degree with a minimum of 8-10 years of experience in customer service, call center environment, preferably in the Retail business.
• CRC QA/Training experience preferred
• Luxury brand experience is a plus.
• At least 3 years of management experience with a preference for a high-volume and/or luxury environment, and the proven ability to develop and mentor staff.
• Strategic overview.
• Fluent in English & Korean
• SAP, Salesforce experience is preferred.
• Proficient in using spreadsheets in Excel and presentations in PowerPoint.

SKILLS/ABILITIES

• Hands on and Can do attitude
• Good interpersonal and influencing skills with cross-cutting teams
• Excellent communication and negotiation skills
• Problem solving and process management skills
• Strong operational skill and understanding contact center environment
• Customer oriented, business acumen.
• Act as a team player