E-commerce CRC Team Manager

SCOPE

• As a CRC Team Leader, you will be responsible for leading and managing 5 CRC associates
• alongside the CRC Manager, and ensuring that the team meets and exceeds performance
• targets. Your focus will be on building a customer-centric culture and driving continuous improvement to enhance the overall customer experience.
• As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of the end
• customers of our House. You will join a dynamic team based on collaborative work, team spirit,
• and mutual support.

RESPONSIBILITIES

Lead, assess, and develop the team to foster a motivating and positive environment

• Handle HR-related functions for the CRC team alongside the CRC Manager and conducting regular performance evaluations. Address employee-related issues and ensure compliance with company policies and procedures.
• Act as a mentor and resource for junior customer service agents. Provide guidance, share best practices, and assist in resolving challenging situations.
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork
• Embodying Hermès values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews

Monitor performances and ensure excellent customer service

• Utilize customer feedback and data to identify trends, areas of improvement and opportunities to enhance customer satisfaction. Develop action plans based on insights gained from customer interactions and surveys.
• Based on the performance goals set for the CRC team by the leadership team; establish KPIs to measure the team’s success. Monitor and report on these metrics regularly, taking corrective actions when necessary
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations.
• Build and maintain strong relationships with key customers and clients. Engage in regular communication to understand their needs and preferences, seeking opportunities for upselling or cross-selling when appropriate.
• Develop, implement, and maintain customer service policies, procedures, and best practices alongside the CRC Manager. Continuously monitor and improve service standards to ensure consistent high-quality service delivery.
• Alongside the CRC Manager develop contingency plans for handling critical
• situations, such as product recalls or service disruptions. Coordinate with relevant teams to manage crises and maintain customer confidence.
• Management of team planning / team presence (Excel sheets).
• Management of vacation validation (in ADP and Excel sheet).

Lead the CRC Training and coaching programme

• Ensuring the development of the team, by listening to individual and collective needs, and by passing on information to the Training Manager, to set up appropriate trainings
• Assure training program with Training Manager in line with team member presence and coherence of their needs
• Coaching of each team member with regular individual meetings: to ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, sales)
• Stay updated on product features, updates, and relevant information to effectively address customer inquiries and provide accurate information.
• Lead the daily briefings schedule for the CRC team, to ensure everyone contributes with product information, product launches, best practices and customer service techniques briefings.
• Create out-of-the box briefings to inspire and lead the team
• Work closely with the training and e-merchandising department to gather enough material for briefings
• Stay updated on the latest customer service technologies and tools. Implement and integrate appropriate systems to streamline processes and improve efficiency.

Cross-department collaboration

• Collaborate with other departments, such as such as Retail, Customer Experience, HR, Operations, Merchandising and Communications team, to ensure a seamless and unified customer experience across all touchpoints.
• Ensure strong collaboration with the e-commerce team to be updated on all sides of the business
• Share regular feedback with the CRC Manager on customer interactions
• Strong collaboration with all retail stores to enhance the customer service and level of support offered to our clients
• Build a strong relationship with Paris HQ and the worldwide CRC community

EXPERIENCE

• At least 3 years of proven management experience.
• Lead by example in demonstrating exceptional service and communication standards.
• Inspire and motivate through attitude and actions.
• Leadership presence, showing resilience and composure.
• Assertive, you have a capacity of analysis, autonomy and a sharp sense of priorities.
• Client service oriented and eager to provide an excellent customer experience
• Highly organized, reliable, and a strong team player
• Ability to multi-task and manage priorities in a fast-paced environment
• Business and oriented mindset, proactive and solution-driven, with the ability to propose new ideas
• Experience in e-commerce is a plus