Van Cleef & Arpels
CRC Manager
Within the context of a new CRC strategy and growing business, the CRC Manager ensures the management of the e-boutique, to deliver the highest quality of client service whilst remaining focused on engagement and conversion opportunities across our online and physical network. While managing the ongoing business performances, (s)he oversees / monitors the integration of the teams and CRC interests within the global retail network framework.
KEY RESPONSIBILITIES
1. Run the business model for the CRC and support the CRC teams
•Work hand in hand with Region, Web managers and physical boutique managers to implement the Maison Online Retail / boutique vision
•Gather a perfect understanding of the local client behaviors and delighters
•Support the Maison Online Retail vision whilst raising local CRC specificities for a tailored implementation
•Manage day to day technical, design and business needs and escalate evolution needs to relevant teams
•Effectively work with local internal partners with agility and collaboration : multiple functional areas such as Marketing, CRM, Retail, CS, Training, Finance, Boutique managers,… to deliver a relevant and inspirational client experience in line with Inter guidelines
•Accompany the deployment of new CRC projects and improvements along with the eBusiness operation teams to improve customer satisfaction, business impact and efficiency
•Monitor & guarantee quality KPIs & “CREWs” systems expertise
2. Grow the CRC performances
•Align with Region on action plans & sales objectives for the CRC
•Responsible for CRC sales, service and quality KPIs targets locally
•Track and understand all details of business performance globally (business KPIs and detailed CRC metrics) – provide reporting & insights
•Challenge weekly / monthly performances and propose action plans that will help reaching objectives
•Be able to influence multiple stakeholders without direct authority in order to coordinate a better commercial performance at each level of the operational value chain (e.g. Finance for refunds, logistics, web for bugs..)
3. Manage the CRC boutique within a global retail network framework
•Manage VCA dedicated Team Leaders and Ambassadors to ensure excellent client experience to drive sales and customer satisfaction
•Contribute to promoting omnichannel culture within CRC & local teams to strengthen bond between online and offline experience for clients
•In coord. with Training, oversee / make sure our ambassadors are well trained on Maison process, creations, platforms, in coordination with Training & other departments.
•Make sure our ambassadors are aware of relevant Maison Marketing and Communication initiatives (campaigns, events...)
•When relevant, be the key coordination contact point with our external service provider, to ensure their services and protocols are in line with contractual agreement with the Richemont Group and meet client expectations in the region
•Lead the VCA recruitment & talent retention in the CRC together with the Group or external provider
PROFILE
•Minimum 7-8 years of relevant experience in client relation/contact centre/client service or retail management/operation in luxury or retail, high-end hospitality
•University degree
•Clear understanding of the digital/offline path to purchase
•Strong business process understanding (client information management, order processing, client support, etc.)
•Problem-solver, service and result oriented, organized, proactive and team player
•Constant “can-do” attitude.
•Excellent communication skill in Korean and good English skill as a plus
