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Luxury Boutique Customer Care Supervisor

2 months ago

New York, New York, United States Swatch Group Full time
Company Overview

OMEGA, a prestigious brand under the Swatch Group umbrella, stands as a hallmark of excellence in the watchmaking industry since 1848. Renowned for its innovation, design, and precision, OMEGA has made history as the first watch to be worn on the moon and continues to push boundaries in both oceanic and space explorations. The brand is celebrated for its exquisite women's timepieces and has recently gained recognition for its advancements in anti-magnetic technology and Master Chronometer certified watches, which represent the pinnacle of precision and performance. OMEGA has proudly served as the Official Timekeeper for 30 Olympic Games since 1932 and maintains a strong presence in various sports, including golf, swimming, athletics, bobsleigh, and sailing. The brand also engages in meaningful partnerships with social initiatives, such as Orbis International and the GoodPlanet Foundation. Today, OMEGA's roster of brand ambassadors includes notable figures like James Bond, George Clooney, Nicole Kidman, and many others.

The Swatch Group is committed to fostering an inclusive workplace and prioritizes environmental sustainability.
  • Comprehensive health, dental, and vision insurance (eligible for employees and dependents starting the first of the month after 30 days; generous employer contribution)
  • Immediate enrollment in the 401(k) plan with a 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
  • Company-funded life insurance and Long Term Disability coverage
  • 18 PTO days annually, increasing to 23 PTO after five years
  • 7 days of extended paid leave for medical, parental, and military reasons
  • Holiday pay
  • Optional FSA, STD, and Accident/Hospital Indemnity insurance
  • Employee discounts on products
  • Transitchek Program - Save on commuting and parking with up to $270 in pre-tax dollars monthly
  • Opportunities for internal transfers and career advancement
  • $500 bonuses for employee referrals
  • Complimentary parking (if applicable)
Position Overview

The Customer Care Supervisor will oversee the daily operations and management of the Customer Service department within the boutique. This role is pivotal in upholding OMEGA's standards, policies, and procedures.

Key Responsibilities:

• Leadership and Management

• Operate the service department as a business entity, focusing on growth and meeting financial targets. Aim to contribute 15-20% of the boutique's annual revenue.

• Monitor service flow (incoming and outgoing) and address any delays, ensuring compliance with all customer service protocols while providing timely updates to clients.

• Analyze and report on the department's weekly and monthly performance metrics.

• Manage the department's Key Performance Indicators (KPIs) and complete inventory assessments.

• Identify and oversee the inventory of popular items for both the Customer Service and Sales departments.

• Manage shrinkage, including accessories, loaner timepieces, and spare parts.

• Prepare for and reconcile accessory inventory.

• Delegate tasks effectively to maximize team productivity.

• Recruit, train, and develop the Customer Service team to meet OMEGA's luxury service standards.

• Conduct qualitative and quantitative evaluations of employee performance on a monthly, quarterly, and annual basis.

• Provide real-time coaching to enhance team efficiency and maintain consistency.

Customer Service Excellence:

• Innovate and implement strategies to deliver exceptional customer experiences, holding the team accountable for maintaining high standards.

• Establish a systematic approach to ensure outstanding customer service, including accurate information dissemination and timely follow-ups.

• Take ownership of customer interactions, proactively resolving issues and de-escalating conflicts when necessary.

• Collaborate with management to address and resolve escalated customer concerns effectively.

Qualifications:

• Exceptional organizational and follow-up skills.

• Minimum of 5 years of extensive experience in customer service.

• Proficient in retail POS systems and SAP operations.

• Excellent verbal and written communication abilities.

• Strong analytical and mathematical skills.

• Proficient in Microsoft Excel, Word, and PowerPoint.

• Ability to manage multiple tasks simultaneously.

• Previous experience with mechanical watches is preferred.