Client Relations Center (CRC) Team Manager for Multi brand (SWM) team

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.

REPORTING TO CRC Director

LOCATION Tokyo, Japan

MAIN PURPOSE

CRC SWM Team Manager’s responsibility is to be the leader in driving sales, and excellence in customer service, manage and supervise CRC team’s daily performance and operations for Specialist Watchmakers including A.Lange & Söhne, Baume & Mercier, IWC, Jaeger-LeCoultre, Panerai, Piaget, Vacheron Constantin. The Team Manager will lead and drive the collaborations with the maisons’ teams to meet expectations in sales, Clienteling, data capture, excellence in service, and operational efficiencies. The Team Manager will assist in establishing CRC objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting skills, analyze call center data, and focus on improving performance and processes to better support for customers. The Team Manager is responsible to achieve yearly phone sales budget.

KEY RESPONSIBILITIES

UNDERSTAND & ANSWER CLIENT EXPECTATIONS

Monitor client satisfaction KPIs (NPS, CSAT, Medallia) and manage follow-up actions with Ambassadors.

Handle & solve escalated issues in close coordination with Maison (eCommerce team, Client Development team and BTQs)

MAISON IDENTITY & EXPERTISE

Know and transmit the Maison’s products, history and know-how

Be a role model on Maison values and narrative identity to be able to coach Ambassadors.

Develop general knowledge on the competition (intelligence on the market & business trends).

ADVISING, SELLING & CLIENTELING

Monitor/Follow performance, KPIs (SLA, Sales KPIs, Clients KPIs…) and Ambassadors’ Clienteling actions.

Analyze the conversations, mails and chat to prepare the best training and coaching.

Answering Ambassadors’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be closed by Ambassadors.

Can be a backup of Ambassadors in case of peak timeslot (exceptional).

TEAM/STAFF DEVELOPMENT

Conduct Team meetings to better understand of calls and Ambassadors’ needs and to explain expectations to the team.

Set & follow-up team objectives and individual development plan.

Challenge & develop the team (coaching, 1-to-1 meetings, feedback…) in collaboration with L&D team.

Dedicate time to transmit Maison values.

Recognize and celebrate team and team members accomplishments and exceptional performances.

OPERATIONS

Ensure compliance with Group’s policies & enforce Maison’s commercial rules (e.g. : no discount).

Guarantee that procedures are respected (selling, customer services, stock management, security…).

Overview safety & security of the team.

Be the main CRC point of contact for HQ local teams on daily operational matters.

Provide reporting (top-down & bottom-up) and set monthly meeting with each Maison

Support the implementation of the new technology (ex. CREWS and new project)

RELATIONSHIPS

Build relationships with Maisons heads, and Maisons’ operation team members to gain support in stock allocation, Clienteling, and ammunitions to drive CRC sales and improve service qualities.

PROFILES:

Requirements:

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skill.
Strong leadership, ownership, coaching skills, positive behavior to motivate employees.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Decisiveness and attention to detail.
Basic knowledge of E-commerce/Call Center and proficiency with the necessary technology, including e-com system, software applications, phone system etc.
Native Japanese & Business English fluency.

Behavioral competency:

Set high expectation for the teams.
Understand Maison’s culture and values.
Give selective, specific and sincere feedback
Make thoughtful decisions to fix issues that require immediate attention
Builds trusting and sustainable relationships across the value chain
Creates a united team with members that complement each other
Realign daily priorities to the Maison strategy