Client Relations Centre Team Manager
6 months ago
Reference Code: 95290**Client Relations Centre Team Manager**:
- Bangkok, 10, TH- PermanentThe story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
Client Relations Centre Team Manager is responsible for daily running and management of CRC Thailand as well as driving performance and culture through established values and customer service standards. As a key leader, he/she also establishes and promotes the CRC as a reference for client centricity and center of expertise for e-commerce and distance sales. Using effective communication skills, CRC Team Manager motivates and supervises Ambassadors effectively in order to achieve both qualitative and quantitative goals and targets.
**KEY RESPONSIBILITIES**
**Client/Commercial activity and strategy support**
- Ensure a close support and a fully integrated collaboration with all brick and mortar retail networks
- Support the markets in developing distance sales and eCommerce business, both operationally and as a processes and tools expert (i.e. new channels integration)
- Optimize qualified traffic driving to boutiques and partners
- Manage concierge service operations and elevate client relationship hub
**Operations management**
- Manage CRC daily operations in line with Cartier and Group CRC strategies, ensuring both qualitative and quantitative objectives are met
- Ensures that tasks and workload are allocated appropriately within team
- Implement initiatives and projects, providing input and feedback for continuous optimization and development
- Support e-Commerce business as conducted through the CRC including order processing and follow-up, product transfer requests, client outreach, etc.
- Maintain a constant and thorough flow of relevant information from and to all CRC stake holders
- Support Cartier Thailand Client Department in annual review, providing activity and volume forecasts
- Ensure Maison tone of voice
**Performance management**
- Closely monitors the quality of service provided by Ambassadors and ensures achievement of KPI’s and Service Level Agreement
- Provide regular reporting of CRC activity and key performance results to management team
- Join RIC, Maison weekly and monthly call to update on CRC latest performance with suggested action plans
**Team Management**
- Manage adequate daily staffing levels to meet both qualitative and quantitative objectives
- Overall responsibility for the development of the CRC Ambassadors with Client and L&D team
- Animate, develop and motivate the CRC team in a strong service-oriented culture
- Shadow calls consistently, provide regular feedback, coach and evaluate Ambassadors’ performance
- Analyze the conversations, mails, chat and follow-up with boutiques to prepare the best training & coaching regarding advising, selling and clienteling missions
- Participate in new Ambassadors recruitment
**PRE-REQUISITES FOR THE JOB**
- **Areas of competencies**
- Excellent organizational and management skills (monitor, motivate, animate and coach)
- Good interpersonal and IT skills
- Skilled in speaking/writing expression and communication
- Ability to work in a multi-cultural environment
- Service oriented, client focused, business sense
- Problem-solving and innovative
- Fluent in English, Mandarin is a plus
- Flexible time schedule, ability to work in shifts
- Business and result oriented
- **Specific knowledge**
- Extensive knowledge of contact center management tools (ideally SalesForce): CRM, Interaction Management, telephony and social media management
- Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook) and knowledge of database software
- Knowledge of quality monitoring tools and customer satisfaction strategies
- Degree in Communications / Hospitality or related field of study / e-Commerce is a plus
- **Profile**
- 5+ years of directly related call center /customer service management experience, preferably in the retail / e-Commerce industry
- Experience in combining Customer Orientation with commercial and sales targets.
- Luxury (retail) experience would be considered an asset
- PC Literacy: MS Office, reporting and other Client Relation Centre tool such as Salesforce are preferred
- Organized, team player, diligent, rigorous, proactive, flexible, dynamic, supportive, patient
**PERSONAL DATA COLLECTION STATEMENT**
Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.
If you provide the personal d
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