Manager, Client Relation Center Miami

2 months ago

Miami, Florida, United States Baume Mercier Full time

Are you a good match?

For the Manager, Client Relations role, we are looking for the ideal candidate to have the following experiences and skills:

Education: College or technical degree preferred

Required Experience:

  • 3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments
  • Substantial knowledge of Call center retail, eCommerce, Logistics business structure is a plus.
  • Experience creating detailed reports and giving presentations to people of varied backgrounds and experience.

Technical Skills/Abilities:

  • Previous contact center experience is a plus
  • Vonage and Salesforce Service Cloud end user experience
  • Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
  • Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
  • Experience using SAP, Microsoft teams, Salesforce, or other comparable email and chat management tools a plus

Personal Skills:

  • Fluent in English and Spanish or Portuguese
  • Client-Focused
    • An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflict.
    • Excellent verbal and written communication skills particularly in negotiation and conflict resolution areas.
    • Strong understanding of client service needs and priorities (internal and external)

  • Business and Team Management
    • Must display a high level of maturity, poise, and finesse to work with Maison Management and other stakeholders within Richemont.
    • Experience in process transformation, including change and agility
    • Strong leadership skills and ability to develop and grow a team
    • Creativity in developing new ways to motivate and develop a team
    • Collaborative approach with ability to foster a united work environment with a "can do" attitude
  • Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision.
  • Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
  • Intellectual curiosity and passion for learning in a fast paced environment

What are we expecting from you?

Reporting to the Senior Manager, Client Relations, you will be responsible for assisting the Senior Manager in the overall management and enhancement of the CRC, with the main objectives of developing sales, growing the Ambassadors and reaching a sustainable high quality of service.

In this role, you will:

Guide and support the team in all aspects of CRC operations

  • Educate and inspire teams with Maison knowledge. Elevate the CRC team through Monthly quality coaching sessions
  • Monitor call, Email, chat interactions within Salesforce and Vonge. Coach team to align communication with the Maison standard.
  • Partner with Leaders and CRC Trainer to develop coaching plan for all team members
  • Ensure growth and achievements towards Maison strategies, sales targets, KPI's, clienteling and client experience best practices
  • Perform operation and HR tasks including scheduling, payroll and overtime management, teams updates and sharing of best practices.

Elevate external client experience

  • Partner with internal stakeholders to resolve client matters which must be escalated.
  • Communicate all relevant information in a pro-active way (internal updates, brand policies, system enhancements and updates).
  • Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social)
  • Develop and execute effective clienteling strategies by helping ambassadors to identify clients for outreach and coach the team on how to keep these clients interested throughout the year

  • Master a strong knowledge of the eboutique business and assess new opportunities in collaboration with Manager and team to develop and execute new ways of supporting our clients

Elevate internal client experience

  • Lead and delegate projects to the team as needed to promote ongoing learning and development
  • Challenge & develop the team (coaching, 1-to-1 meetings, feedback, role play...) in collaboration with the CRC trainer.
  • Support and ensure fluidity of operations and execution of all Maison policies and procedures within the Client Relations Center
  • Exhibit strong communication and problem-solving skills through the use of digital tools and by partnering effectively with teams, boutique network, and corporate departments
  • Uphold the VCA standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
  • Create a positive and productive environment by leveraging both personal and team savoir-faire both in person and via telephone

More than a recruit for a career

By joining Van Cleef and 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 as well as trainings about our creations.

The recruitment process:

Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience.

Richemont offers a generous compensation and benefits package for eligible employees.

This role is annual bonus eligible.

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