مدير فريق مركز علاقات العملاء للتجارة الإلكترونية

SCOPE

As a CRC Team Leader, you will be responsible for leading and managing 5 CRC associates
alongside the CRC Manager, and ensuring that the team meets and exceeds performance
targets. Your focus will be on building a customer-centric culture and driving continuous improvement to enhance the overall customer experience.
As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end
customers of our House. You will join a dynamic team based on collaborative work, team spirit,
and mutual support.

RESPONSIBILITIES

Lead, assess, and develop the team to foster a motivating and positive environment

• Handle HR-related functions for the CRC team alongside the CRC Manager and conducting regular performance evaluations. Address employee-related issues and ensure compliance with company policies and procedures.
• Act as a mentor and resource for junior customer service agents. Provide guidance, share best practices, and assist in resolving challenging situations.
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork
• Embodying Hermès values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews

Monitor performances and ensure excellent customer service

• Utilize customer feedback and data to identify trends, areas of improvement and opportunities to enhance customer satisfaction. Develop action plans based on insights gained from customer interactions and surveys.
• Based on the performance goals set for the CRC team by the leadership team; establish KPIs to measure the team’s success. Monitor and report on these metrics regularly, taking corrective actions when necessary
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations.
• Build and maintain strong relationships with key customers and clients. Engage in regular communication to understand their needs and preferences, seeking opportunities for upselling or cross-selling when appropriate.
• Develop, implement, and maintain customer service policies, procedures, and best practices alongside the CRC Manager. Continuously monitor and improve service standards to ensure consistent high-quality service delivery.
• Alongside the CRC Manager develop contingency plans for handling critical
• situations, such as product recalls or service disruptions. Coordinate with relevant teams to manage crises and maintain customer confidence.
• Management of team planning / team presence (Excel sheets).
• Management of vacation validation (in ADP and Excel sheet).

Lead the CRC Training and coaching programme

• Ensuring the development of the team, by listening to individual and collective needs, and by passing on information to the Training Manager, to set up appropriate trainings
• Assure training program with Training Manager in line with team member presence and coherence of their needs
• Coaching of each team member with regular individual meetings: to ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, sales)
• Stay updated on product features, updates, and relevant information to effectively address customer inquiries and provide accurate information.
• Lead the daily briefings schedule for the CRC team, to ensure everyone contributes with product information, product launches, best practices and customer service techniques briefings.
• Create out-of-the box briefings to inspire and lead the team
• Work closely with the training and e-merchandising department to gather enough material for briefings
• Stay updated on the latest customer service technologies and tools. Implement and integrate appropriate systems to streamline processes and improve efficiency.

Cross-department collaboration:

• Collaborate with other departments, such as such as Retail, Customer Experience, HR, Operations, Merchandising and Communications team, to ensure a seamless and unified customer experience across all touchpoints.
• Ensure strong collaboration with the e-commerce team to be updated on all sides of the business
• Share regular feedback with the CRC Manager on customer interactions
• Strong collaboration with all retail stores to enhance the customer service and level of support offered to our clients
• Build a strong relationship with Paris HQ and the worldwide CRC community

EXPERIENCE

• At least 3 years of proven management experience.
• Lead by example in demonstrating exceptional service and communication standards.
• Inspire and motivate through attitude and actions.
• Leadership presence, showing resilience and composure.
• Assertive, you have a capacity of analysis, autonomy and a sharp sense of priorities.
• Client service oriented and eager to provide an excellent customer experience
• Highly organized, reliable, and a strong team player
• Ability to multi-task and manage priorities in a fast-paced environment
• Business and oriented mindset, proactive and solution-driven, with the ability to propose new ideas
• Experience in e-commerce is a plus