Job Description: The Cartier Client Relations Center Director provides on-site strategic management, leadership, and support for the CRC. In Partnership with other leaders at the CRC is directly responsible for all KPI’s including but not limited to Sales, NPS, Clienteling, People Development, and seasonal goals. Job Responsibilities: Partner directly with CRC Training Manager and other leaders to identify coaching and training opportunities and implement a plan Lead the performance management process through consistent individual and group meetings, including all formal performance activities for direct reports and quarterly roll-ups of entire team Motivate , develop and support the management and any other direct report in their daily activities to ensure they are able to support the broader team (Team Leads, Ambassadors, and specialized roles) to deliver a ‘Best in Class’ experience to our phone, email, chat, and social media clients Maintain a constant talent pipeline within Cartier as well as through your professional network Communicate with enthusiasm and passion around business initiatives through regularly conducted team meetings, ensuring that staff is aware of Maison strategies and knowledge, targets, client experience best practices, competitive landscape, and industry news Assess potential of team and propose development opportunities in partnership with CRC Assistant Manager and CRC Training Manager Celebrate successes of the team as well as ensure coaching is happening around opportunities Foster a culture of ownership, accountability, and supportive leadership as the ultimate champion of the team, their needs and success Actively monitor and drive key KPIs to target daily achievements including but not limited to Sales, NPS, Clienteling, People Development, and seasonal goals. Partner with leaders around reporting that may pinpoint areas of opportunity Lead and organize broader team key projects, including new systems, tools, and or processes Provide formal and informal team and business updates to leadership Establish close relationships with cross-functional partners to create exceptional client and team experiences Stay aware of new industry trends and ways of working to proactively make improvement proposals Monitor administrative and HR tasks such as commission accuracy checks, dynamic scheduling, payroll and overtime, team profiles, and talent recruitment Support day-to-day operations of physical spaces in partnership with Operational teams Job Requirements: Ability to analyze business trends and make data-driven recommendations Ability to quickly absorb extensive information related to brand history, products, technology, new training techniques and competitor information Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task daily between those tools Proficiency with Microsoft Office Suite applications Comfort with virtual and video-based client interactions and sales Knowledge of high-end jewelry, timepieces, and gemstones Flexible and available to work within hours of operation (Monday through Sunday, subject to change) Excellent customer service skills and a tenured approach toward escalations and challenging situations Ability to handle highly sensitive clients and situations Organized, with an ability to multi-task and shift focus Cultural intelligence and languages a plus Excellent communication skills and comfort with presenting to various audiences Ability to develop, promote, and communicate empathy for clients and partners Qualification & Experience: Experience with eCommerce and omni-channel services (Salesforce, Vonage, SAP, Medallia, and scheduling tools preferred) Job Details: Company: Cartier Vacancy Type: Full Time Job Location: Dallas, TX, USA Application Deadline: N/A Apply Here vacancyvite.com
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