Manager, Client Relations Center-Nevada

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College or technical degree preferred

• 3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments
• Substantial knowledge of Call center retail, eCommerce, Logistics business structure is a plus.
• 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.
• Experience using SAP, Microsoft teams, Salesforce, or other comparable email and chat management tools a plus

• 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)
• Business and Team Management
• 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

Reporting to the Senior Manager, Client Relations, you will be responsible for assisting the Senior Manager in the overall management and enhancement of the CRC, with the main objectives of developing sales, growing the Ambassadors and reaching a sustainable high quality of service.

• 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.

• 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

• 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…