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照会先コード:  62102

Cartier CRC Team Manager

Richemont

Tokyo, 13, JP

Permanent
  

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in jewellery, luxury watches and writing instruments.

JOB STATEMENT

The CRC Manager is a key position in the definition of the global CRC strategy and the management of its operations. This position ensures the achievement of CRC sales, support to e-commerce sales at the backend and completion of the highest service standards (CX KPIs and SLAs).

The CRC Manager leads the whole CRC ambassadors’ team as a network and contact channel for clients through phone, email, chat and SNS. He/She has global responsibility over the understanding and satisfaction of customer needs, listening, informing, and proposing solution to customer problems.

The CRC Manager oversees the implementation of new CRC tools to raise the efficiency of the while CRC platform as well as the enhancement of existing tools.

He/She closely monitors the quality of service provided by Ambassadors to ensure that it is in line with service KPIs and Maison’s standards.

The CRC Manager has leadership in developing and implementing action plans to support phone/web sales and through close collaboration with L&D team, in defining the training needs required to meet the global Maison’s objectives.

The CRC Manager is in permanent communication with other Cartier networks and Headquarters based in Europe.

 

 

KEY RESPONSIBILITIES

 

STRATEGY-ORIENTED RESPONSIBILITIES

  • Define the CRC strategy to reach both the short and long-term business objectives of the Maison
  • Based on the CRC strategy, design and implement local action plans to raise Client Satisfactions and Sales
  • Identify the needs and take leadership in the implementation of new IT systems or enhancements of existing tools to boost CRC performance and coordination with other networks
  • Be the relay of the Maison within the CRC platform and coordinate all CRC projects initiated at Maison-level

 

 

 

OPERATIONS-ORIENTED RESPONSIBILITIES

  • Manage daily operations of the CRC platform and planning of the team.
  • Monitor and achieve sales and CRC quality service KPIs on all contact channels such as phone, email, Chats and SNS
  • As the main bridge between Maison and CRC platform, keep the CRC ambassadors constantly informed about Maison’s operations, activities /promotions (commercial / marketing) and all internal information.
  • Assist the Ambassadors in realizing e-Com budget objectives
  • Ensure efficient communication across teams/departments.
  • Deal with contacts which must be escalated.
  • Plan and implement countermeasures against Mystery Calls or other service measurements.
  • Lead all CRC internal meetings and interactions with CRC-related HQ teams
  • Ensure the weekly/monthly reporting of all CRC activities, KPIs and SLAs to his/her management

 

HR-ORIENTED RESPONSIBILITIES

  • Ensures that tasks and workload are allocated appropriately within team and respected in CRCE.
  • Manage, coach, and evaluate Ambassadors’ performance
  • Design and Review/Adapt, if necessary, the incentive scheme
  • Work closely with L&D team to define and design the appropriate training programs based on the team’s needs.
  • Definition of Ambassadors’ promotions.
  • Participate to recruitment of new Ambassadors.

 

KEY COMPETENCIES / SKILLS

 

Key Competencies / Skills

 
 

Know Yourself

D

Skills

 

  • Good knowledge in Contact Center business or Retail environment (sales and operations).
  • Excellent organization/communication skills (monitor, motivate, animate and coach).
  • Analytical skills (good with numbers, identify problems, trends and suggest solutions)
  • Expert in difficult customer management (in writing and over the phone).
  • High level of fluency in English and local language (writing and oral)
  • Detailed knowledge with PC system/software environment.
  • Good knowledge of the Salesforce environment
 

Insight

HD

 

Service Orientation

HD

 

Curiosity

D

 

Courage

D

 

Results Focus

HD

 

Initiative

HD

 

Innovation / Renovation

D

 

Proactive Co-operation

D

 

Impact / Convince Others

D

 

Lead People

HD

 

Develop People

S

 

Practice What You Preach

S

 

S=Standard   D=Developed  HD=Highly Developed

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

IDEAL PROFILE

 

5-year or more experience in management in international environment.

Significant experience in at least one of these fields: retail business, contact center, customer service, and e-com related activities.

Organized, team player, rigorous, proactive, flexible, dynamic, and supportive

High level of fluency in English (writing and oral)

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOW