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CRC Manager

3 months ago

Dallas, Texas, United States Richemont Full time

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Client Relations Center Manager

IWC | Dallas, TX

MAIN PURPOSE

The IWC CRC Manager will support our concierge and omni-channel in all key areas of the daily operations and business to meet the needs of our clients. This person will drive sales growth, client outreach and rich client relationships, while also enhancing the overall satisfaction of all IWC clients. Collaborating across multi-functional teams, identifying opportunities and initiatives for the channel and motivating the team to reach their goals is key to this position. Reporting to the IWC Head of E-Commerce, the role will be based in Dallas, Texas.

KEY RESPONSIBILITIES

Sales and Commercial Mindset

  • Plan and present the quartely roadmap for the CRC to reach sales and client targets to the Commercial team
  • Monitor and evaluate daily, weekly and monthly sales of the channel and the team
  • Develop a pre-order and pipeline strategy for in-demand products and new releases
  • Communicate regularly with operations to understand the supply of products and expected arrival times across watches and accessories
  • Drive incremental sales by identifying new opportunities for outreach and corporate partnerships
  • Develop follow up and retention strategies to improve conversion rates

Team Growth and Development

  • Develop robust training plans for the team and the individual client advisors in conjunction with the IWC L&D department
  • Set annual goals for the team based on business objectives and their personal abilities and monitor their progress
  • Ensure high levels of product knowledge, aftersales competency and client knowledge amongst the team
  • Conduct one-to-one coaching sessions to review performance and provide constructive feedback focused on clienteling, selling ceremony, client satisfaction and product knowledge
  • Identify and recruit new talent as needed and retain a high performing team
  • Always lead by example creating a high performing, respectful and collaborative work environment
  • Oversee annual review process for concierge staff, assess the team and individual performance

Client Relations

  • Identify opportunities for omni-channel events, corporate engagements and in-person client engagement throughout the region
  • Develop CRM strategies specific to the concierge in conjunction with the Head of Ecommerce and the CRM department
  • Monitor and coach on Salesforce case management, contact occasions and client data capture to assist the team in developing client relationships
  • Provide resolutions on any client issues or escalations and interject as needed to enhance client experience
  • Track all KPI's and SLA's to achieve the highest level of client satisfaction

New programs & Systems operations:

  • Contribute to ad hoc projects related to system improvements, new processes, best practices, etc for both the Maison and the Group
  • Understand the systems (Salesforce, Vonage, SAP, etc.), blocking points, and open issues to assist the team, trouble shoot, provide recommendations and assist in elevating to the appropriate support teams

Team Culture and Mindset

  • Embody the ICARE IWC Corporate Values:
  • Imaginative: Maintain a visionary mindset, providing innovative solutions, new ways of working and inspiring growth with both clients and your team.
  • Confident: Be self-assured in IWC knowledge, heritage, processes and products to make the right decisions and recognize opportunities for growth.
  • Active: Show initiative and agility by making informed decisions and recognizing opportunities in a fast-moving landscape.
  • Responsible: Be accountable for actions and behavior, treating your colleagues and clients with respect and fostering an encouraging and inclusive environment
  • Engineered: Strive to improve performance by learning new skills, embracing new challenges and encouraging a growth mindset within the team.

QUALIFICATIONS

  • College or Technical Degree
  • 5+ years of experience in a luxury retail or service-related industry and understanding of luxury culture
  • Prior experience of managing a large team is a must
  • Strong leadership skills with a proven ability to drive and exceed individual and team results and build lasting relationships with clients and colleagues
  • Experience in sales, preferably in a similar client service environment
  • Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously
  • Some familiarity and experience related to a call center environment with understanding of SAP and other similar client services and CRM tools
  • Passion for assisting clients (internal & external), developing & motivating teams, and the understanding of empathy
  • Ability to communicate and analyze business needs/trends with senior leadership
  • An innovative problem solver who thinks outside the box
  • A self-starter with eagerness to learn new tools and establish processes

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future

Salary will be determined based on relevant skills and experience.