Van Cleef & Arpels CRC Team Leader
東京, 13, JP
MAIN PURPOSE
The CRC team leader’s responsibility is to supervise daily CRC operations and to lead the team for better performance and to improve service qualities. He/she can 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 customers. He/She is responsible to achieve the yearly phone sales budget. Lead the transformation of Luxury new retail with E-business Senior Manager by involving team members.
KEY RESPONSIBILITIES
- Key responsibility 1
UNDERSTAND & ANSWER CLIENT EXPECTATIONS
Monitor client satisfaction KPIs (Barometer, NPS daily survey Medallia) and quality KPIs and manage follow-up actions with ambassadors.
Handle & solve escalated issues in close coordination with eCommerce, Client Development team and BTQs.
- Key responsibility 2
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).
Guarantee consistency across the different channels (online, boutiques network) to
ensure seamless client journey.
- Key responsibility 3
ADVISING, SELLING & CLIENTELING
Monitor/Follow performance, KPIs (SLA, Sales KPIs, Clients KPIs,…) and Sales Associates’ clienteling actions.
Analyze the conversations, mails and chat to prepare short/mid-term action plans.
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).
- Key responsibility 4
TEAM DEVELOPMENT
Follow shift schedule abidance.
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, role play…) in collaboration with the training team.
Dedicate time to transmit Maison values.
Recognize and celebrate team and team members accomplishments and exceptional performances.
Define recruitment needs, participate in recruitments and integrate new team members.
- Key responsibility 5
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.
Provide reporting (top-down & bottom-up).
Demonstrate the ownership of the new luxury new retail strategy.
Be a mandatory SAP and Crews key user.
Prepare a smooth operation and sales planning for any seasonal or irregular events.
PROFILES:
Requirements:
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skill.
- Strong coaching and leadership skills, ability to motivate employees.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Decisiveness and attention to detail.
- Ability to demonstrate strategic thinking
- 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.
- Is an ambassador of the 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