Customer Service Director

hace 1 mes

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.

#J-18808-Ljbffr

  • Business Unit Director Logisctics

    hace 1 mes

    distrito federal, México Evermonte A tiempo completo

    Recognized for its excellence in international logistics services, the company is expanding and is looking for a Business Unit Director to lead a new business unit. The professional will be responsible for developing and implementing commercial growth strategies, optimizing operations and ensuring the delivery of high-quality logistics solutions, with a...

  • Coupa | Account Director

    hace 5 días

    distrito federal, México Coupa A tiempo completo

    Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter,...

  • Regional Engineering Director

    hace 1 mes

    distrito federal, México Jones Lang LaSalle México A tiempo completo

    Job DescriptionRegional Engineering Director - AMERWhat The Job InvolvesThe AMER Engineering Director is responsible for leading the engineering function for one of JLLʼs key Client portfolios.The role will hold accountability for execution and innovation of all Hard Services delivery and form part of the account’s senior leadership team. The AMER...

  • Associate Customer Service

    hace 6 meses

    Federal, México Celanese International Corporation A tiempo completo

    **Responsabilidades**: - Accurate order entry, Enter orders in less than 24 hours - Manage orders defects in open order report. Daily review of open order portfolio. - Order tracking and tracing with Logistics, OTD 90% or greater - Problem solve cases/Customer inquiries promptly with little to no supervision, Average resolution in less than 1 day. - Supply...

  • Director of Services Operations

    hace 7 meses

    distrito federal, México Definity First A tiempo completo

    We seek a highly skilledDirector of Services Operations to join our dynamic team.As aremote position based inMexico. Responsibilities: Responsible for the success of the service operation, including customer satisfaction, service excellence, and operational efficiency. Establish and maintain strong relationships with clients, to understand...

  • Backbase | Customer Success Director

    hace 3 semanas

    distrito federal, México Backbase A tiempo completo

    As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you’ll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating...

  • Coupa Software, Inc. | Account Director

    hace 6 días

    distrito federal, México Coupa Software, Inc. A tiempo completo

    Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter,...

  • Customer Success Director

    hace 2 meses

    distrito federal, México OfferFit A tiempo completo

    Position Overview: The Customer Success Director is a critical individual contributor role on our growing Customer Success team to ensure OfferFit customers are highly successful with the product. In this capacity, you will collaborate closely with different teams, internally and externally, to drive renewals, upsells, and expansions. You’ll oversee the...

  • Coupa Software, Inc. | Account Director

    hace 2 semanas

    distrito federal, México Coupa Software, Inc. A tiempo completo

    Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter,...

  • Wine Director

    hace 2 meses

    distrito federal, México Rosewood Hotel Group A tiempo completo

    SCOPE As a Wine Director, you will play a pivotal role in creating an outstanding wine experience for our guests. You will be responsible for ensuring an excellent variety of wines, establishing and nurturing strong relationships with suppliers, and providing top-notch training to our staff. DUTIES AND RESPONSIBILITIES Administration Maintain the menu of...

  • buscojobs Brasil | Telecom Sales Director

    hace 2 semanas

    distrito federal, México buscojobs Brasil A tiempo completo

    Company Description XIUS is a global leader in Mobile Infrastructure and Mobile Banking & Payment solutions, with over 25 years of expertise and more than 200 network deployments. The company provides innovative technology and value-added solutions to global tier one mobile operators, focusing on enhancing customer relationships and delivering...

  • Backbase Inc. | Customer Success Director

    hace 3 semanas

    distrito federal, México Backbase Inc. A tiempo completo

    As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you’ll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating...

  • Senior Account Director, Enterprise

    hace 1 mes

    distrito federal, México Genesys A tiempo completo

    Senior Account Director, Enterprise Apply locations Mexico City (Flexible) time type Full time posted on Posted 3 Days Ago job requisition id JR105604 Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience...

  • Director, Sales

    hace 2 meses

    distrito federal, México S&P Global A tiempo completo

    About the Role: Grade Level (for internal use): 12The Role: Director, SalesGrade ( relevant for internal applicants only ): 12The Location: Mexico City, MXThe Team: The S&P Global Commercial Team LatAm is responsible for optimizing relationships and commercial outcomes with a broad set of clients in the region. We are a close-knit team and collaborate...

  • Product Director

    hace 3 meses

    distrito federal, México Pluxee A tiempo completo

    Employee Contract type: Permanent Regular Job Description: Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading...

  • Mkt Director

    hace 6 meses

    Federal, México HAYS A tiempo completo

    Marketing Director, Canales tradicionales, Digital, Marketing **Your new company** Multinational Fintech Company **Your new role** Develop and execute comprehensive marketing strategies for cash loans and credit cards aligned with the company's overall business objectives and market trends. Utilize your deep understanding of the financial industry to create...

  • Genesys | Senior Account Director, Enterprise

    hace 4 días

    distrito federal, México Genesys A tiempo completo

    Job Title: Senior Account Director, Enterprise Reporting to: Sales Director, Enterprise The Sr. Enterprise Account Director will develop and implement a comprehensive account plan and strategy that maximizes needs to drive revenue for the entire Genesys suite of products. It is an extremely critical role in helping us realize our goal of providing our...

  • Sr. Customer Success Manager

    hace 2 meses

    distrito federal, México Gigamon A tiempo completo

    At Gigamon, our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet. Certified as a Great Place to Work, we offer a deep observability pipeline that efficiently delivers network-derived intelligence to cloud, security, and observability tools. This helps our customers to eliminate security blind spots,...

  • Backbase Inc. | Customer Success Director

    hace 3 semanas

    distrito federal, México Backbase Inc. A tiempo completo

    As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you’ll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating...

  • Jefe Auditoria Operativa

    hace 3 meses

    distrito federal, México Nuvit Service A tiempo completo

    Empresa: Nuvit Service Descripción de la Empresa: Somos una empresa de Recursos Humanos y nos interesa mostrarles nuestra presentación con los servicios que ofrecemos, como estudios Socioeconómicos, Pruebas Psicométricas, Maquila de Nómina, entre otros servicios. Estado: Ciudad de México Localidad: México Salario: 15,000 Tipo de Contratación: ...