Client Relations Center (CRC) Manager - REMOTE

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities

Main accountabilities/objective of the position

Key Responsibilities

• Nature of job impact
  • Team Management & People Leadership
    • Lead the day-to-day support of the Ambassadors and CRC with the goal of ensuring exceptional experiences for all clients while achieving or exceeding sales goals
    • Prioritize individual development activities through regularly scheduled meetings, including all annual performance activities
    • Partner with leadership, managers, and CRC trainer to customize coaching plan for staff members
    • Ensure growth and achievements towards Maison strategies, CRC action plan, sales targets, and client experience best practices
    • Assess potential and propose development opportunities as well as career pathing in partnership with CRC leaders, HR, and career committees
    • Educate and inspire team with Maison knowledge, competitive landscape, and industry news
    • Participate in recruitment, interviewing and onboarding of all future CRC talent
  • Client
    • Closely monitor NPS score and verbatim feedback to inform coaching and identify team trends and to celebrate successes.
    • Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social).
    • Lead by example to develop each client encounter into an ongoing, trusting relationship that will continue to drive the Cartier legacy
    • Partner with CRC Client Development Leader to support the different client strategies and execute the client development vision
    • Actively participate and provide feedback and ideas related to client outreach to Client Development leadership in an effort to develop current business
    • Encourage Prestige knowledge development as well as boutique partnerships to increase prestige sales within the CRC
    • Identify clients for future experiences and events, and coach the team to keep these clients interested via different meaningful communications or other activations
    • Step in swiftly when needed to support escalated cases and ensure speedy course correction
  • Business
    • Daily review of SLAs, KPIs, monitoring dashboards and reporting to determine gaps in business activities
    • Master a strong knowledge of the CRC Business, systems, tools, policies, and procedures to propose new ways of working and request resources when needed
    • Lead daily activities and task forces as well as participate in strategic project execution
    • Ensure fluidity of operations and execution of all policies and procedures within the team
    • Exhibit strong communication and problem-solving skills by partnering closely with teams, boutique network, and corporate departments
    • Create a positive and productive environment by leveraging personal and team savoir-faire both in person and via telephone
    • Perform administrative and HR tasks as needed including scheduling, commission spot checks, payroll, overtime management, and time off requests
• Problem solving / Thought leadership

Qualifications:

• Education
• Required experience
  • 5 years of experience managing direct reports with a successful client-focused contact center or client-facing team
  • Proven understanding of how to provide world-class experiences and people motivation
• Technical Skills
  • Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools.
  • Experience with eCommerce and omni channel services
  • Experience with Salesforce, Vonage, SAP, Medallia, and scheduling tools preferred
  • Proficiency with Microsoft Office Suite applications
  • Comfort with virtual and video-based client interactions and sales
• Abilities
  • Ability to analyze business trends to make data-driven recommendations
  • Ability to quickly absorb extensive information related to brand history, products, technology, new training techniques and competitor information
  • Knowledge of high-end jewelry, timepieces, and gemstones
  • Flexible and availability to work within hours of operation (Monday through Sunday, subject to change)
  
  

• Management or People leadership experience
• Personal skills: Communication/ Influencing
  • A passion to assist clients, direct team members, and partnering departments
  • Honed skills in developing, promoting, and communicating empathy for clients and partners
  • Ability to handle highly-sensitive clients and situations
  • Excellent customer service skills, with tenured approach on escalations and handling challenging situations