Assistant Manager

Richemont Dallas , TX 75201

Posted 2 months ago

Date: 08/01/2022

Brand/Function:IWC/CRC

Job Title: IWC Assistant Manager

Location: Grand Prairie, TX

FLSA: Exempt (salaried)

Primary Duties:

The IWC Assistant Manager inspires the team to deliver the highest level of service to every client at every touchpoint.

Key Responsibility 1:

  • Monitor all sales through all ecommerce channels

  • Manage the eCommerce order flow while collaborating with all partners to maintain an exceptional client experience

  • Manage the distribution of daily sales reporting

  • Collaborate with boutique leader on planning the monthly roadmap and initiatives

Key Responsibility 2:

  • Manage the creation and distribution of the teams schedule

  • Ensure that the teams workload and daily tasks are relevant and evenly distributed

  • Motivate, support, train, & elevate the CRC staff through daily, weekly, and Monthly coaching sessions

  • Ensure the team has proper understanding of all Maison and Group policies and procedures.

  • Educate and inspire your team with Maison knowledge, local/global competitive landscape, and industry news

Key Responsibility 3:

  • Be the key stakeholder in the management of all pre-orders and ensure all orders in the pipeine are monitored on a daily basis

  • On going communications with corporate operations team to ensure up to date information is shared with the ambassadors on order status, ETA, and accessory replenishment

  • Be the boutique point of contact for all non sellable supplemental materials (service kits, packaging, etc)

Key Responsibility 4:

  • Partner with the front line team to appropriately resolve any client issues or escalations and interject as needed to enhance client experience

  • Partner with the client support center to ensure a seamless after sales experience

  • Maintain a strong working relationship with the teams from the client service center and distribution center to ensure a high level of client satisfaction

  • Achieve all After Sales, KPI and NPS targets

  • Develop the clienteling database and ensure the team proactively engages with all clients on multiple platforms

  • Master a strong knowledge of the Eboutique client and understand how we can exceed all of their expectations

  • Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social)

Key Responsibility 5:

  • Main point of contact for testing and implementation of any new or existing technology changes

  • Report and Monitor bugs and technical issues. Collaborate with key stakeholders to ensure prompt resolution.

  • Consistent review of the IVR flow to ensure a premium client experience

DIMENSION

Geographical Area Under Responsibitily: NA

Brands Under Responsibiity: IWC

Headcount Supervised: 6

JOB PROFILE

Education:

  • Bachelor Degree preferred but not required

Required Experience:

  • Minimum of 3 years of management, especially in a client focused environment

  • Experience leading a team of direct reports

  • Experience in the luxury industry

  • Experience in operations or logistics

Technical Skills/Abilities:

  • Computer knowledge with demonstrated proficiency utilizing a variety of systems - Office365 etc

  • Knowledge of telephone equipment and relevant computer programs

  • CRM system knowledge (SAP/BI/Salesforce etc)

Personal Skills:

  • An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflict.

  • Excellent verbal and written communication skills

  • Strong influencer, with a strong ability to build consensus among multiple levels and functions within the organization

  • Strong leadership skills and ability to develop and grow a team

  • Enthusiastic approach with clients and colleagues

  • Entrepreneurial spirit to develop their own business and build long lasting client relationships

  • 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

  • Strong understanding of client service needs and priorities (internal and external)

  • Strong attention to details with the ability to handle multiple tasks simultaneously and with precision

  • Ability to work in a fast-paced, evolving environment

  • Intellectual curiosity and passion for learning

  • Ability to travel up to 20% of the time

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted

Nearest Major Market: Dallas

Nearest Secondary Market: Fort Worth


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Assistant Manager

Richemont