Customer Service Director (H/F/X)

Within our dynamic brand and in our Customer Service department in full transformation, we are currently looking for :

Customer Service Director
 

YOUR MISSION:

You will be in charge to lead Customer Service operations and strategy to provide quality and excellence to all internal and external clients.  

As a member of the Operations committee, you will contribute to ensure a fluid cooperation. Furthermore, you will represent the values of the Group and demonstrate commitment to actively participate to Group CS initiatives and projects

HOW WILL YOU MAKE AN IMPACT?

OPERATIONAL MANAGEMENT 

• Ensure Group and Brand policies are applied. 
• Manage HQ & overall platform performance (repair leadtime, quality and customer satisfaction) in accordance with Group and Region guidelines. 
• Coordinate internal customer service operations (administration, CS logistics and technical departments). 
• Optimize internal flow and organization on a continuous improvement process and lead business transformation and change management. 
• Perform projects to leverage local synergies to improve the network quality, repair lead-time and productivity. 
• Enhance the external network customer service use in relation with internal network and control sub-contracting costs and internal workload. 
• Prepare, submit and control CS budget & PNL supporting the customer service strategy. 
• Ensure a fluid cooperation with all the manufacture department, optimize both global and local load and capacities.
• Promote 4.0 initiatives, in line with the Maison and Group roadmap.
• Actively participate to the quality feedback loop, to allow the Maison to achieve its ambitious target. 

NETWORK SUPPORT  

• Partner with local brand representatives (claims management, boutiques support…): regular meetings and pro-active & client centric communication. 
• Support local dealers: regular visit, collect customer satisfaction feedback.
• Facilitate technical support and EXTRA roll-out with regional team.

MANAGEMENT 

• Be the reference in promoting the Brand's values. 
• Explain company orientations, progress to be made, indicators and projects. 
• Coach, manage, monitor and evaluate employees to ensure quality of work and achievement of objectives (FD, appraisals, regular feedback). 
• Delegate, considering skills and availability. 
• Develop versatility and maintain the department matrix. 
• Contribute to developing and maintaining a healthy and stimulating work environment, ensure internal fairness and manage conflicts. 
• Foster creativity and promote teamwork. 
• Enforce rules and discipline (internal regulations), as well as health and safety regulations. 

HOW WILL YOU EXPERIENCE SUCCESS

• You possess either a master's degree in business or industrial engineering, or a minimum of 15 years of experience in a customer service department, combined with at least 10 years of experience in team management.

• You have proven experience abroad, in a market or on a CS repair platform.

• English - bilingual level required, other language skills are an advantage. 

• You are client-centric, rigorous, results oriented, you are an excellent communicator and a true team player.

HOW DO WE KEEP YOU SMILING

• You will be part of a dynamic Maison where your skills and talents will be recognized.
• You will share with us the same values such as “enriching communities, care attitude, continuous improvement, efficient accountability”.
• You will work in a multicultural environment and develop international experience.
• You will navigate with us on our sustainability journey.
• You will develop and take your career at the next level with potential opportunities within Maison and the Richemont Group.

INTERVIEW PROCESS

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to plan the interview with the line manager and the HR department.
2nd Stage – Onsite interview with HR & the Hiring manager.

3rd Stage –Interview with potential peers.