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Richemont
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Assistant Manager
About the job
Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!
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
- Department: Secretary / Executive Assistant