Are you a good match?Previous leadership experience managing big teams in a high-quality customer experience environmentAbility to work on own initiative and have a logical and methodical approach to workBeing proactive with excellent organizational and time management skillsMS Office and a high level of Excel knowledgeExperience with Contact Centre related tools such as SalesForce and reporting toolsExcellent written and spoken communication skills in both English and GermanLuxury (retail) experience is a plusA previous experience in a Client Relations Center setting is a plusWhat 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 AdvisorsMonitor client satisfaction KPIs (NSS) and quality KPIs. Manage follow-up actions with Client AdvisorsGuide and manage the team to meet/exceed the Sales targets and SLAs across different channelsEnsure awareness of Maison's policies, service and commercial rules being followedGuarantee Maison Retail procedures are respected (selling, client services, return & exchanges, delivery)Enhance cross-functional collaborations for seamless client journeysImplement crucial and creative strategies for better client experiencesBe responsible for Client Service projects implementation and improvementsBuild & follow-up team planning (shifts)Be a champion in the implementation of new strategies/projectsAdvising, Selling & Clienteling:Implement the CRC action plan to reach sales targets and service excellenceHandle & solve escalated issues in close coordination with Online Retail and Client Development team or brick & mortar boutique teamsFollow & monitor CRC Client Advisors contact plans and Clienteling objectivesAnalyze the conversations, mails, chat and follow-up with boutiques, to prepare the best training and coaching in the specific advising, selling and Clienteling missionsBe the referent of client satisfaction topics and ensure follow-up of answers to clients with your teamTeam Development:Conduct Team meetings: morning briefings, monthly & quarterly, operational meetingsAssess the quality for the team and define coaching needs in collaboration with CRC Team, Quality and Systems & Training managementSupport definition of recruitment needs, participate in recruitments and manage the integration/onboarding of new team membersMonitor progress of Client Advisors performance objectives, key KPIs and conduct performance reviewsFollow 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-faireRecognize and celebrate team and team member accomplishments, exceptional performanceMore 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 processSend 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.
