Customer Service Director

hace 3 días

distrito federal, México Richemont A tiempo completo

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

Don’t miss the chance to be a part of one of the biggest Luxury Companies

MAIN PURPOSE

The Customer Service Director is responsible for the Customer Service activity in the Mexican platform. The scope of responsibilities extends to all the Group’s Maisons that have delegated their customer service to this local shared service function.

KEY RESPONSIBILITIES
  • Management

Participate in the management decision-making concerning:

  • Responsible for planning, budget, and cost control of the customer service operations & implement corrective action if necessary.
  • Definition and follow-up of the Customer Service Level Targets established for the RCS Platform for: Lead time, Service Level, Productivity, Quality, in agreement with LATAM Region.
  • Calculation of the customer service cost allocation to the brands (freight, OPEX and CAPEX expenses).
  • Provide relevant information to upper management for the formulation of improved customer service strategies.
  • Active lead role on RCS Projects (Local and Regional), to ensure proper analysis, scope, implementation and management of initiatives for a successful implementation of RCS Main Projects.
  • Participation in Business Maison Management reviews, assessing: RCS performance, KPI’s indicator and operation improvements (data-driven decisions).

Coach and Manage RCS team:

  • Supervision of the Administrative and Technical Teams, and preparation of their job description; ensure that each member of the staff understands their responsibilities, operational procedures, objectives and priorities.
  • Control and promote the professional growth of team members; assess training needs and plan their career evolution.
  • Develop the efficiency of team’s work relationships with internal and external partners (Boutiques and Business Partners).
  • Define and communicate missions and objectives of all team members, clearly establishing priorities. Prepare and conduct performance appraisals for direct team members.
  • Promote cross-function communication and work.
  • Ensure the security and safety of the staff.
  • Participation on the development of the efficiency of team’s work relationships with internal partners, along with assessment on training needs (Administrative, SP Matching and Watchmaking teams).
  • Customer Service

Oversee Repair Operation and SP Matching

  • Ensure the full compliance of the group and internal procedures and government regulations by the RCS Staff.
  • Ensure the administrative processing of repairs (registration, estimate, invoice, etc.) in accordance with the client satisfaction goals (quality, turnaround and price), the brand’s customer service policies, group standards and recommended best practices as well as repair lead times.
  • Continuous improvement mindset on repairs operations.
  • Assure the entry of data on the dedicated Repair Tracking Tool (SAP) according to the specific business rules.
  • Ensure the communication of the customer service staff with the customers, business partners or internal boutique staff is appropriate, professional, and accurate.
  • Manage customer complaints concerning repair delays and/or any other repair issue.
  • Organize and coordinate the local workshop in order to optimize the quality of the repairs, the turnaround and the productivity of the technicians.
  • Supervise other customer service related operations.
  • Ensure the accurate approval of fees or rates of services.

Monitor Customer Service Performance

  • Follow up on the published key performance indicators pertaining to the Customer Service in Mexico.
  • Set actions to improve performance concerning the repair’s lead time, service level, quality to meet the Brand’s guidelines and RCS Targets.
  • Along with the team ensure on-time SP Matching to comply with RCS lead times (including follow up of PO’s along with Logistic & IT team to solve related issues).
  • Assure the spare parts or related inventory are stocked in an organized manner as well as accurate inventories, along with RCS team.
  • Follow up and involvement of Cross Dock process & delivery with EXTRA Certified Workshop and Maison Dealers, ensuring communication, follow up and delivery.
JOB PROFILE

Education:

Master's degree in Industrial Engineering or related field.

Required experience:

5 to 10 years of experience in the Customer Service area.

At least five years of experience in managing teams.

Experience in a matricial organization.

Experience in industrial processes (Lean, 5S).

Bilingual (English/Spanish) required. French a plus.

Management experience in a fast-paced environment and experience on variable repair volume and/or luxury environment with proven ability to develop and mentor staff.

Technical skills / abilities:

Advanced level proficiency in Microsoft Word, PowerPoint and Excel.

Organization and process-oriented (5S, Lean Management).

Personal skills

The successful candidate will have the following personal qualities:

  • High level of maturity, poise, and finesse to work with luxury and exceptionally demanding clients.
  • Capable to communicate verbally and in writing, in native and English, with peers and other function levels.
  • Capable to balance strategic mindset and hands-on activities.
  • Ability to handle and analyze large volumes of information and data, generating strategies and implementing action plans.
  • Ability to plan, review, understand, and update expenditure and investment budgets.
  • Strong interpersonal and computer skills.
  • Quick learner to absorb extensive information on our Maisons History, Product Technical Specificities and Group Guidelines.
  • Proven leadership and organizational abilities that enable him/her to establish and achieve organizational goals.
  • Strong attention to detail.
  • Bilingual (English/Spanish). French a plus.

The preceding Key Responsibilities statements are intended to describe the general nature and level of work performed by the people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this position.

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