[Richemont Korea] CRC Manager
Seoul, 11, KR
At Richemont, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
HOW WILL YOU MAKE AN IMPACT?
CRC Manager is mainly responsible for
leading and overseeing all aspects of our Client Relations Centre (CRC).
The ideal candidate will possess a minimum of 7 years of experience in a similar role, with a proven track record of managing client relationships center, working closely with external vendors and oversee different projects. This individual will be responsible for ensuring the efficient and effective operation of the CRC, driving a positive customer experience, and achieving key performance indicators (KPIs).
He/she will be the key contact point with our external Client Relations Center (CRC), to ensure their services and protocols are in line with contractual agreement with the Group and meet customer expectations in the Korean market. In addition, the CRC Manager will support all transformation initiatives undertaken by the group to professionalize and elevate CRC Operations and improve business impact in coordination with the Maisons.
KEY RESPONSIBILITIES
External Vendor Management
- Monitor team interactions across all channels (phone, email, chat, social media, etc.) to ensure the highest performance standards
- Support CRC transformation initiatives including streamlined reporting, operational excellence programs and systems requirements gathering to improve customer satisfaction, business impact and efficiency.
- Oversee the selection, onboarding, and performance management of external vendors supporting the CRC.
- Negotiate contracts and service level agreements (SLAs) with vendors.
- Develop and maintain strong working relationships with key vendor contacts.
Project Management
- Initiate, plan, execute, and monitor CRC-related projects, ensuring timely and successful completion within budget constraints.
- Identify and manage project risks, developing contingency plans to mitigate issues.
- Track project progress and communicate updates to stakeholders.
- Utilize project management methodologies to optimize efficiency and effectiveness.
- Provide Training and testing of the new system and tools.
Operations Management
- Initiate, plan, execute, and monitor CRC-related projects, ensuring timely and successful completion within budget constraints.
- Identify and manage project risks, developing contingency plans to mitigate issues.
- Track project progress and communicate updates to stakeholders.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Minimum of 7 years or plus of experience in a Client Relations Centre or similar customer service management role.
- Proven track record of leading and motivating high-performing teams.
- Excellent communication, interpersonal, and negotiation skills.
- Strong analytical and problem-solving abilities.
- Proficiency in Microsoft Office tools. (Word, Excel, PowerPoint).
- Excellent time management and organizational skills.
- Fluency in English, both written and verbal.
- Expert knowledge of counselling, coaching, and mentoring strategies, as well as providing performance feedback
- Outstanding verbal, written, and presentation skills required – must be able to interact professionally with personnel at all levels
WHAT MAKES OUR GROUP DIFFERENT?
Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.
- We value freedom, collegiality, loyalty, and solidarity.
- We foster empathy, curiosity, courage, humility, and integrity.
- We care for the world we live in.
YOUR JOURNEY WITH US
Send your application online.
If your profile matches our search, you will be contacted by the HR team for an interview. Along the recruitment process you will meet with local HR team and functional management team.
