CRC Manager

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

The Cartier Client Relations Center Manager leads the team and strategy to achieve and exceed performance metrics while delivering high level client experiences that reflects the Cartier promise. Primarily focused on motivating and developing the team through intentional action plans and strategies.

• Team Management & People Leadership
  • Lead the strategy of individual team and overall CRC with the goal of ensuring exceptional experiences for all clients while achieving or exceeding goals linked to Maison strategies, CRC action plan, sales targets, and client experience best practices.
  • Develop Assistant Manager to customize coaching and development plan for direct team of Ambassadors; lead by example and model behaviors to support Assistant Manager growth.
  • Prioritize Ambassador development activities through regularly scheduled meetings, including all annual performance activities and overall career path planning in partnership with all CRC leaders, HR, and career committees.
  • Lead business-critical taskforces from day-to day support through overall strategy and project management.
  • Educate and inspire team with Maison knowledge, competitive landscape, and industry news.
  • Participate in recruitment, interviewing, and onboarding of all future CRC talent.
    
• Client Engagement & Experience
  • Closely monitor all ‘voice of the client feedback’ and aim towards achieving NPS score to inform coaching, identify team trends, and to celebrate successes.
  • Assess, grade and coach to client interactions, trends and feedback through formal Quality Assessments and calibration sessions.
  • Set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social).
  • Lead by example to develop each client encounter into an ongoing, trusting relationship that will continue to drive the Cartier legacy.
  • Partner with CRC Client Engagement Team to support the different client strategies and execute our clienteling KPIs; actively participate in planning and provide feedback and ideas related to client outreach to develop the future business.
  • Support High End knowledge development as well as boutique partnerships to increase High End sales within the CRC and around the Network.
  • Identify clients for future experiences and events; coach Ambassadors to maintain client relationships via different meaningful communications and other activations.
  • Step in swiftly to support escalated cases and ensure speedy course correction; implement actions/processes to avoid other future instances and redirect behaviors when applicable.
    
• Business Development & Operational Excellence
  • Daily review of SLAs, KPIs, monitoring dashboards, and reporting to determine gaps in business activities as rotating “Manager on Duty.” Partner with Assistant Manager to ensure translation of duties and succession planning.
  • Master a strong knowledge of the CRC business, systems, tools, policies, and procedures to propose new ways of working and request resources when needed.
  • Oversee daily activities, sales and business objectives, and task force activity as well as participate in strategic project execution.
  • Ensure fluidity of operations and execution of all policies and procedures within the team linked to internal and external activities.
  • Exhibit strong communication and problem-solving skills by partnering closely with teams, boutique network, and corporate departments.
  • Create a positive and productive environment by leveraging personal and team savoir-faire both 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.

Qualifications:

• Required experience
  • 5+ years of experience managing direct reports with a successful client-focused contact center preferably in a luxury environment
  • Proven understanding of how to provide world-class experiences and people motivation.
• Technical Skills
  • Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools.
  • Experience with eCommerce and omni channel services
  • Experience with Salesforce, Vonage, SAP, Calabrio, Medallia, and scheduling tools preferred
  • Understanding of Service Level Agreements
  • Proficiency with Microsoft Office Suite applications
  • Comfort with virtual and video-based client interactions and sales
• Abilities
  • Ability to develop successful teams with a strong intuition to develop a high performing business
  • Understanding that prioritizing wellbeing amongst the team is the key to success.
  • Ability to analyze business trends to make data-driven recommendations.
  • Ability to quickly absorb extensive information related to brand history, products, technology, new training techniques and competitor information.
  • Knowledge of high-end jewelry, timepieces, and gemstones
  • Flexible and availability to work within hours of operation (Monday through Sunday, subject to change).

• Personal skills: Communication/ Influencing
  • A passion to assist clients, direct team members, and partnering departments.
  • Honed skills in developing, promoting, and communicating empathy for clients and partners.
  • Excellent customer service skills, with tenured approach on escalations and handling challenging situations
  • Excellent verbal and written communication skills when presenting to various groups
  • Cultural intelligence and languages a plus
  • Organized with an ability to multi-task and shift focus
  • Self-sufficient and proactive with a positive attitude towards colleagues and clients