24.01.2021

Senior Manager - Client Relations Center (CRC)

  • CDI
  • Etats-Unis
  • Dayton
  • Administration des Ventes & Services Clients
  • Minimum 6 ans
  • Hermès of Paris

Société


<p>Hermes of Paris</p>

General Role


<p><span style='font-family: "Calibri",sans-serif; font-size: 11pt;'>The Senior Manager will manage all Client Relations Center (CRC) responsibilities including team training and development, call center reporting and maintaining service levels in keeping with the Hermès standards of service. </span></p>

Main responsibilities


<ul> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Manage Client Relations Center team in daily responsibilities, ensuring the highest standards of customer service in keeping with the Hermès standards of service.  Spearhead Training and Development programs for the CRC team to maintain product knowledge, understanding of best practices and policies and procedures.</span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Ensure speedy follow-up and resolution of client escalations. Partner with store and eCommerce teams to deliver seamless client experiences. Develop strong working relationships across store and eCommerce teams to ensure the best omnichannel experience for the client.</span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Provide daily/weekly/monthly full team stats/call center analysis and performance. Achieve customer service KPIs and objectives. Analyze metrics, set individual and team performance targets, and coach team members to meet goals.</span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Partner with the Paris team on reporting issues that affect customer service.</span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Lead regular team meetings, one on one touchbases and regular Quality Assurance of phone calls and emails to ensure high service levels and indentify areas for further development. </span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Maintain appropriate talent bank and fill positions with high quality candidates and in a timely manner. Ensure appropriate support and coverage for CRC team. </span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 10pt;'>Monitor industry trends and best practices to think strategically about the business and identify future needs.</span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 10pt;'><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Assist with Customer Service needs during peak volume times as needed. </span></span></li> <li><span style='color: black; font-family: "Calibri",sans-serif; font-size: 10pt;'><span style='color: black; font-family: "Calibri",sans-serif; font-size: 11pt;'>Manage all other duties as assigned by Director. </span></span></li> </ul> <p style="margin: 0in 0in 0pt 9.5pt;"><strong><u>Position Requirements:</u></strong> Flexibility for weekend support as needed during peak periods.</p> <p style="margin: 0in 0in 0pt 9.5pt;"> </p> <p style="margin: 0in 0in 0pt 9.5pt;"><strong><u>Supervisory Responsibility</u></strong>: YES -  Client Relations Center Coordinators</p> <p style="margin: 0in 0in 0pt 9.5pt;"> </p> <p style="margin: 0in 0in 0pt 9.5pt;"><strong><u>Budget Responsibility</u></strong>: YES - Management of team overtime.</p> <p style="margin: 0in 0in 0pt 9.5pt;"> </p> <p style="margin: 0in 0in 0pt 9.5pt;"><strong><u>Decision Making Responsibility</u></strong>:YES - Key decision maker for client services issues.</p>

Profile


<p style="margin-bottom: 13.75pt;"><strong><u>Minimum Education Required:</u></strong> BA or equivalent preferred.</p> <p style="margin-bottom: 13.75pt;"><strong><u>Minimum Years’ Experience Required:</u></strong> 7-10 years in a similar role or work environment preferred.</p> <p style="margin-bottom: 13.75pt;"><strong><u>Knowledge/Skills:</u></strong></p> <ul> <li>Experience working in a call center environment preferred.</li> <li>Luxury retail experience preferred.</li> <li>Strong communication and leadership skills. Ability to lead and motivate a large team.</li> <li>Excellent analytical, problem-solving, written and verbal skills and ability to multitask.</li> <li>Excellent people management and coaching skills.</li> <li>Proficiency in Excel, Word and PowerPoint</li> <li>Knowledge of French is helpful.</li> </ul>