Manager, Client Relations Center-Nevada

Richemont•Las Vegas, NV

About The Position

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. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. For the Manager, Client Relations role, we are looking for the ideal candidate to have the following experiences and skills:

Requirements

College or technical degree preferred
3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments
Experience creating detailed reports and giving presentations to people of varied backgrounds and experience.
Previous contact center experience is a plus
Vonage and Salesforce Service Cloud end user experience
Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
Fluent in English and Spanish or Portuguese
Client-Focused
An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflicts.
Excellent verbal and written communication skills particularly in negotiation and conflict resolution areas.
Strong understanding of client service needs and priorities (internal and external)
Must display a high level of maturity, poise, and finesse to work with Maison Management and other stakeholders within Richemont.
Experience in process transformation, including change and agility
Strong leadership skills and ability to develop and grow a team
Creativity in developing new ways to motivate and develop a team
Collaborative approach with ability to foster a united work environment with a “can do” attitude
Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision.
Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
Intellectual curiosity and passion for learning in a fast-paced environment

Nice To Haves

Substantial knowledge of Call center retail, eCommerce, Logistics business structure is a plus.
Experience using SAP, Microsoft teams, Salesforce, or other comparable email and chat management tools a plus

Responsibilities

Guide and support the team in all aspects of CRC operations
Educate and inspire teams with Maison knowledge.
Elevate the CRC team through Monthly quality coaching sessions
Monitor call, Email, chat interactions within Salesforce and Vonge.
Coach team to align communication with the Maison standard.
Partner with Leaders and CRC Trainer to develop coaching plan for all team members
Ensure growth and achievements towards Maison strategies, sales targets, KPI’s, clienteling and client experience best practices
Perform operation and HR tasks including scheduling, payroll and overtime management, teams’ updates and sharing of best practices.
Elevate external client experience
Partner with internal stakeholders to resolve client matters which must be escalated.
Communicate all relevant information in a pro-active way (internal updates, brand policies, system enhancements and updates).
Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social)
Develop and execute effective clienteling strategies by helping ambassadors to identify clients for outreach and coach the team on how to keep these clients interested throughout the year
Master a strong knowledge of the e-boutique business and assess new opportunities in collaboration with Manager and team to develop and execute new ways of supporting our clients
Elevate internal client experience
Lead and delegate projects to the team as needed to promote ongoing learning and development
Challenge & develop the team (coaching, 1-to-1 meetings, feedback, role play…) in collaboration with the CRC trainer.
Support and ensure fluidity of operations and execution of all Maison policies and procedures within the Client Relations Center
Exhibit strong communication and problem-solving skills through the use of digital tools and by partnering effectively with teams, boutique network, and corporate departments
Uphold the VCA standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
Create a positive and productive environment by leveraging both personal and team savoir-faire both in person and via telephone