[Van Cleef & Arpels] CRC Manager
WHO ARE WE?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment!
Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.
At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.
Van Cleef & Arpels
CRC Manager
WHO ARE WE?
A high jewelry Maison creating exceptional pieces and transmitting exceptional know-hows in an enchanting creative, poetic background environment!
Our Maison is looking for talents to contribute to its development with care and no compromise.
By joining us, you will be surrounded by experts with a passion and will contribute to various exciting projects.
MAIN PURPOSE
The CRC Manager will be responsible for the management and development of Client Relations Center (CRC) to ensure high, consistent level of customer service and client care. He/She will be leading the CRC team overseeing the day to day operations. Client satisfaction is at the heart of the role, which will support seamless omnichannel journeys and ensure the highest quality of experience to our clients. To be successful in this multi-functional role, this candidate will be a motivated self-starter with excellent follow through and able to build strong relationships across multiple teams.
KEY RESPONSIBILITIES
Oversee Client Relations Center (CRC) activity and teams, and key contact to local CRC structure:
- Act as a main point of contact of the Maison for Client Relations Centre team, manage Ambassadors/advisors and E-Commerce support services to our end clients
- Oversee VCA dedicated Ambassadors within the CRC to ensure excellent client experience to drive sales and service objectives
- Support all transformation initiatives undertaken by local Richemont CRC or the International HQ including streamlined reporting, operational excellence programs and systems requirements to improve customer satisfaction, business impact and efficiency
- Drive E-Commerce sales at the CRC to achieve monthly goals by motivating and supporting ambassadors with tools needed to implement sales and clienteling plans. Provide regular feedback on plan performance and notice trends to continually assist the Director with sales planning.
- Key coordination contact point with our external service provider, to ensure their services and protocols are in line with contractual agreement with the Richemont Group and meet client expectations in the Korea market
- Manage first level of escalations; directly liaise and follow up with appropriate internal departments
- Ensure ambassadors are well trained on Maison process, creations, platforms, in coordination with Training & Marketing departments
- Ensure inclusion of Ambassadors with the VCA retail team for learning and experience opportunities
- Promote omnichannel culture within CRC to strengthen bond between online and offline experience for clients
- Collaborate with Regional and Local teams to manage outbound campaign activities in the CRC, tracking KPIs and results
- Manage and keep up-to-date e-commerce related manuals for both e-commerce operation and the Ambassadors in Relation Centre
Monitor performance:
- Monitor ambassador email and phone interactions through quantitative and qualitative key performance indicators to ensure the highest level of Maison Service Excellence
- Ensure phone/web sales and CRC performance indicators reach service level indicators which are delivered to clients
- Generate monthly and/or weekly sales performance reports including KPIs such as traffic, conversion rate, average basket, return rate to improve CRC performance, etc.
- Propose dedicated action plans to improve performances and client satisfaction level throughout all client contact channels
PROFILE
- Minimum 7-8 years of relevant experience in client relation, contact centre, client service, phone/online customer care industry in luxury retail, high-end hospitality, exclusive concierge services, etc.
- Outstanding interpersonal, written and oral communication skills, ability to be the spokesperson for a luxury brand.
- Ability to handle sensitive information and client privacy, and deal with ambiguous situations.
- Pro-active approach to tasks and ability to manage several projects and tight deadlines simultaneously
- Ability to work both independently and under direct supervision, as part of a fast-paced environment
- Excellent communication skills in English and Korean
- Analytical and process driven mindset with strong client centric mindset
- Solid understanding of the local consumer behaviour and on/offline client experience in luxury/retail industry
- Fast-learner, rigorous, organized, dynamic, proactive and team player
- Must possess the ability to work in a dynamic, service oriented, matrix corporate environment
- Must engender a positive “can do” attitude in others (be a lateral leader)
- Experience in traffic analysis and reporting, Salesforce and SAP a plus
Office based in Seoul, willing to travel occasionally.
