CRC Manager

Richemont•Grand Prairie, LA

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 primarily focuses on motivating and developing the team through intentional action plans and strategies. The manager leads team strategy, develops the Assistant Manager and Client Relations Ambassadors, supports recruitment and onboarding, and oversees performance and career development. The role promotes exceptional client experiences across phone, web, chat, email, and social channels; uses client feedback and quality assessments to guide coaching; supports client engagement, clienteling, high-end sales, and client events; and handles escalated cases. The manager also monitors service levels, KPIs, dashboards, sales, and daily operations; ensures adherence to policies and procedures; contributes to task forces and strategic projects; partners with boutique and corporate teams; and performs administrative and HR duties as needed. The position requires flexibility to work within operating hours, Monday through Sunday, which are subject to change.

Requirements

At least 5 years of experience managing direct reports in a successful, client-focused contact center; luxury-environment experience is preferred.
Proven understanding of how to provide world-class experiences and motivate people.
Confidence and technical agility to learn and use multiple applications and systems, and ability to multitask across 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.
Ability to develop successful teams and help build a high-performing business.
Understanding of the importance of prioritizing team wellbeing.
Ability to analyze business trends and make data-driven recommendations.
Ability to quickly absorb information about brand history, products, technology, training techniques, and competitors.
Knowledge of high-end jewelry, timepieces, and gemstones.
Flexibility and availability to work within operating hours Monday through Sunday, subject to change.
Passion for assisting clients, direct team members, and partner departments.
Ability to develop, promote, and communicate 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.
Organized, able to multitask, and able to shift focus.
Self-sufficient and proactive, with a positive attitude toward colleagues and clients.

Nice To Haves

Experience in a luxury contact-center environment.
Experience with Salesforce, Vonage, SAP, Calabrio, Medallia, and scheduling tools.
Cultural intelligence and additional languages.

Responsibilities

Lead team and CRC strategies to deliver exceptional client experiences and meet or exceed Maison, CRC, sales, and client-experience objectives.
Develop the Assistant Manager and coach them in creating customized coaching and development plans for Client Relations Ambassadors.
Lead by example and model behaviors that support the Assistant Manager’s growth.
Prioritize Ambassador development through regular meetings, annual performance activities, and career-path planning with CRC leaders, HR, and career committees.
Lead business-critical task forces, 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 future CRC employees.
Monitor voice-of-client feedback and NPS results to inform coaching, identify trends, and celebrate successes.
Assess, grade, and coach client interactions using quality assessments and calibration sessions.
Set the standard for celebrating client moments across phone, web, chat, email, and social channels.
Build trusting client relationships that support the Cartier legacy.
Partner with the CRC Client Engagement Team on client strategies and clienteling KPIs; participate in planning and provide feedback and ideas for client outreach.
Support high-end knowledge development and boutique partnerships to increase high-end sales within the CRC and across the network.
Identify clients for future experiences and events, and coach Ambassadors on maintaining relationships through meaningful communications and activations.
Respond to escalated cases, ensure timely course correction, and implement actions or processes to prevent recurrence and redirect behaviors where appropriate.
Review SLAs, KPIs, monitoring dashboards, and reports daily as rotating Manager on Duty to identify business gaps.
Partner with the Assistant Manager to translate duties and support succession planning.
Maintain strong knowledge of CRC business operations, systems, tools, policies, and procedures; propose improved ways of working and request resources when needed.
Oversee daily activities, sales and business objectives, task-force activity, and strategic project execution.
Ensure smooth operations and execution of policies and procedures for 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 applying personal and team savoir-faire in person and virtually.
Perform administrative and HR duties as needed, including scheduling, travel organization, commission spot checks, payroll, overtime management, and time-off requests.