CRC Manager

Richemont•Grand Prairie, TX

About The Position

The Cartier Client Relations Center (CRC) Manager leads the team and strategy to achieve or exceed performance metrics while delivering high-level client experiences that reflect the Cartier promise. The role focuses on motivating and developing the team through intentional action plans and strategies, while supporting Maison goals, sales targets, client experience practices, and operational excellence. The Manager leads team development, recruitment, coaching, and performance planning; monitors client feedback and interaction quality; supports client engagement, clienteling, and high-end sales; and responds to escalated cases. The role also oversees daily business activity and operations, reviews service levels and KPIs, partners with internal teams and boutiques, and performs administrative and HR tasks as needed.

Requirements

At least 5 years of experience managing direct reports in a successful, client-focused contact center, preferably in a luxury environment.
Proven understanding of how to provide world-class client experiences and motivate people.
Confidence and technical agility to learn and use multiple applications and systems, and ability to multitask across those tools.
Experience with eCommerce and omnichannel services.
Understanding of Service Level Agreements.
Proficiency with Microsoft Office Suite applications.
Comfort with virtual and video-based client interactions and sales.
Availability to work within operating hours Monday through Sunday, which are subject to change.
Ability to develop successful teams and a high-performing business.
Understanding that prioritizing team wellbeing is key to success.
Ability to analyze business trends and make data-driven recommendations.
Ability to quickly absorb extensive information about brand history, products, technology, training techniques, and competitors.
Knowledge of high-end jewelry, timepieces, and gemstones.
Passion for assisting clients, direct team members, and partner departments.
Skill in developing, promoting, and communicating empathy for clients and partners.
Excellent customer service skills and a tenured approach to escalations and challenging situations.
Excellent verbal and written communication skills when presenting to various groups.
Strong organization and ability to multitask and shift focus.
Self-sufficient and proactive, with a positive attitude toward colleagues and clients.

Nice To Haves

Experience with Salesforce, Vonage, SAP, Calabrio, Medallia, and scheduling tools.
Cultural intelligence and additional languages.

Responsibilities

Lead the strategy for the individual team and overall CRC to deliver exceptional client experiences and meet or exceed Maison strategies, CRC action plans, sales targets, and client experience goals.
Develop the Assistant Manager’s coaching and development capabilities and model behaviors that support their growth.
Prioritize Ambassador development through regular meetings, annual performance activities, and career-path planning in partnership with CRC leaders, HR, and career committees.
Lead business-critical taskforces, including day-to-day support, strategy, and project management.
Educate and inspire the team about Maison knowledge, the competitive landscape, and industry news.
Participate in recruitment, interviewing, and onboarding of CRC talent.
Monitor voice-of-the-client feedback and NPS to inform coaching, identify trends, and celebrate successes.
Assess, grade, and coach client interactions using formal quality assessments and calibration sessions.
Set the standard for memorable client experiences across phone, web, chat, email, and social channels.
Develop client encounters into ongoing, trusting relationships that support the Cartier legacy.
Partner with the CRC Client Engagement Team on client strategies and clienteling KPIs, contributing to planning and client outreach ideas.
Support high-end knowledge development and boutique partnerships to increase high-end sales within the CRC and network.
Identify clients for future experiences and events, and coach Ambassadors on meaningful client communications and activations.
Support escalated cases promptly, ensure course correction, and implement actions or processes to prevent recurrence and redirect behaviors when appropriate.
Review SLAs, KPIs, monitoring dashboards, and reports daily to identify business gaps while rotating as Manager on Duty.
Partner with the Assistant Manager to translate duties and support succession planning.
Maintain strong knowledge of CRC business, systems, tools, policies, and procedures; propose improved ways of working and request resources as needed.
Oversee daily activities, sales and business objectives, taskforce activity, and strategic project execution.
Ensure smooth operations and execution of team policies and procedures related to internal and external activities.
Partner with teams, the boutique network, and corporate departments using strong communication and problem-solving skills.
Create a positive and productive environment by leveraging individual and team savoir-faire in person and virtually.
Perform administrative and HR tasks as needed, including scheduling, travel organization, commission spot checks, payroll, overtime management, and time-off requests.