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Reference Code:  109015

Client Relations Center Team Manager (German Speaker)

Amsterdam, NH, NL

Permanent
  
  

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.

Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

At Van Cleef & Arpels, 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.

Are you a good match?  

 

  • Previous leadership experience managing big teams in a high-quality customer experience environment  

  • Ability to work on own initiative and have a logical and methodical approach to work   

  • Being proactive with excellent organizational and time management skills   

  • MS Office and a high level of Excel knowledge  

  • Experience with Contact Centre related tools such as SalesForce and reporting tools   

  • Excellent written and spoken communication skills in both English and German   

  • Luxury (retail) experience is a plus   

  • A previous experience in a Client Relations Center setting is a plus   

  

What are we expecting from you?   

 

The Client Relations Center (CRC) Team Manager is responsible for the daily running and management of the Van Cleef & Arpels Client Relations Centre. You will be the first point of contact for your team of e-Boutique Sales Associates and are also an expert in systems, processes, and procedures. You will ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to train and motivate your team. Using effective communication skills, you must liaise and supervise effectively to achieve both sales targets & service excellence of the Maison.

 

Operations Management:   

  

  • Monitor performance and Sales KPIs. Manage follow-up actions with Client Advisors  

  • Monitor client satisfaction KPIs (NSS) and quality KPIs. Manage follow-up actions with Client Advisors  

  • Guide and manage the team to meet/exceed the Sales targets and SLAs across different channels  

  • Ensure awareness of Maison’s policies, service and commercial rules being followed  

  • Guarantee Maison Retail procedures are respected (selling, client services, return & exchanges, delivery)  

  • Enhance cross-functional collaborations for seamless client journeys  

  • Implement crucial and creative strategies for better client experiences  

  • Be responsible for Client Service projects implementation and improvements  

  • Build & follow-up team planning (shifts)  

  • Be a champion in the implementation of new strategies/projects  

   

Advising, Selling & Clienteling:   

  

  • Implement the CRC action plan to reach sales targets and service excellence  

  • Handle & solve escalated issues in close coordination with Online Retail and Client Development team or brick & mortar boutique teams  

  • Follow & monitor CRC Client Advisors contact plans and Clienteling objectives  

  • Analyze the conversations, mails, chat and follow-up with boutiques, to prepare the best training and coaching in the specific advising, selling and Clienteling missions  

  • Be the referent of client satisfaction topics and ensure follow-up of answers to clients with your team  

  

Team Development:  

  

  • Conduct Team meetings: morning briefings, monthly & quarterly, operational meetings  

  • Assess the quality for the team and define coaching needs in collaboration with CRC Team, Quality and Systems & Training management   

  • Support definition of recruitment needs, participate in recruitments and manage the integration/onboarding of new team members  

  • Monitor progress of Client Advisors performance objectives, key KPIs and conduct performance reviews  

  • Follow up the development of the team members (career aspirations, skills, retention, etc)  

  • Create a positive and productive environment by leveraging both personal and team savoir-faire 

  • Recognize and celebrate team and team member accomplishments, exceptional performance  

   

More than a role…. We recruit for a career!  

 

By joining Van Cleef & Arpels you will be part of a Maison where employee career development is at the heart of our ambition.    

Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.  

   

The recruitment process  

Send your application online.  

If your profile matches our search, you will be contacted by our HR team for an interview.  

Along the recruitment process you will meet Team Leader, CRC System & Quality Manager and CRC Training Manager, and complete a business case to present to the Client Relations Centre Europe Manager & Regional E-Business Director. 

 

 

Apply now »