Reference Code:  105377

[Montblanc] Client Service Manager

Seoul, 11, KR

Permanent
  
  

Since MONTBLANC revolutionized writing culture in 1906 with the first spill-proof fountain pen, we have been known for outstanding craftsmanship, highest aesthetics, and innovative solutions. And we keep pushing the boundaries. We combine the best of tradition, technology and design in writing instruments, watches, leather goods, new technologies and selected accessories. With our name and in our emblem, we embody this mission: to implement bold ideas with outstanding craftsmanship and create refined products for people with highest expectations. In doing so, we are at the forefront of technology and design, drawing on the passion of more than 3,000 employees and living a culture that - like our products - inspires people to unleash their potential, to thrive and to achieve.

JOB TITLE                                 Client Service Manager

 

REPORTING TO                       Supply Chain & Merchandising Senior Manager

      


 

MAIN PURPOSE

Client Service Manager is responsible for excellence in Client experiences for internal and external clients; By providing full and cross functional supports for all Montblanc networks and boutiques.

 

KEY RESPONSIBILITIES

 

Key responsibility 1: Management of Client Service Operations

-    Manage customer care service across all Montblanc networks; Domestic retail, Travel retail and Wholesale dealer POS

-    Actively participate in CS process updates and improvements for better client experiences in boutiques

-    Identify training & coaching needs through boutique visits when necessary

-    Communicate and implement the International Service Policy in cooperation with retail and RCS (Richemont Customer Service) teams and inform boutiques in timely manner.

-    Actively communicate with RCS to improve repair service flow and process

-    Proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary action plans in order to ensure optimal performance and service

-    Monitor stock management follow-up; RO (Repair Order) inventories, spare parts etc.

-    Communicate and follow up the legal documents with the government agency

 

Key responsibility 2: Management of Quality Controls

-    Report and follow up all quality issues on products with HQ

-    Supervise the quality control through constant trainings towards BTQ staffs in order to minimize non-sellable products generated from BTQs while operating

-    Define the quality condition with a solid guideline given from HQ

-    Manage the physical inspections on the stock of warehouse and maintain the stock in correct condition

 

Key responsibility 3: Management CRC (Client Relations Center)

-    Management of external partner, CRC to meet the service standards

-    Review the weekly/monthly report and provide correct guidelines and feedback in order to ensure the quality of service provided by CRC, to clients and boutiques

-    Provide relevant training for better client service and maintaining excellent service level

-    Lead CRC projects in line with HQ

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QUALIFICATIONS:

  • University degree followed by 7 years’ experience
  • Experience in CS functions or watchmaking & jeweler industry highly appreciated
  • SAP experience preferred
     

SKILLS:

  • Fluent in spoken & written English
  • Good communication and interpersonal skills
  • Attention to detail
  • Analytical skill
  • Quick learner and multi-tasker

 

PERSONAL SKILLS:

  • Client-oriented mind set and attitude
  • Self-confidence, Integrity, Empathy, Emotional control
  • Balance between rigor & flexibility
  • Assertiveness