Sea Customer Service Director

7 days ago

Central Singapore RICHEMONT LUXURY (SINGAPORE) PTE. LTD. Full time

**Location**
- Singapore, Central Singapore**Job Type**
- Full Time**Salary**
- $14,000 - $20,000 Per Month**Date Posted**
- 12 hours agoAdditional Details

**Job ID**
- 142939**Job Views**
- 55Roles & Responsibilities

MAIN PURPOSE
- Ensure that RCS activities in the Asia South East markets are focused on Client service and efficiency to support Brands’ development
- Optimize the fundamentals of the activities in order to maximize client satisfaction, efficiency, team competencies/versatility and overall profitability
- Manage RCS Platforms in SG, MY, AU, to ensure optimum level of service delivery in the markets
- Work with Regional RCS team on the implementation of Brands SLA, budget control and optimization projects

**KEY RESULT AREAS AND MAIN RESPONSIBILITIES**

Operational management:

- Ensure Group and Brands CS policies are applied in the markets
- Co-ordinate the internal operations of the administration, CS logistics and technical departments.
- Lead Platforms communication and coordination.
- Ensure the objectives of Leadtime performance, quality and Customer satisfaction are met.
- Optimize internal flows. Lead continuous improvement and business transformation projects
- Responsible for proposing and controlling CS budget, according to Brand’s strategy

Network support:

- Contribute to projects to leverage local synergies and network quality
- Be the key contact for local Brands representatives (claims management, Boutiques support, Client satisfaction feedback )
- Support local Dealers (regular visit, collect Client satisfaction feedback )
- Identify strategic opportunities via ongoing analysis of the market, customer feedback and own / competitor performance.

Resources management & staffing:

- Supervision of all CS Managers in the markets
- Responsible for recruitment, performance, motivation, development and training of the CS teams
- Define recruitment strategy in accordance to Maisons’ development strategies
- Responsible for internal succession plans and staff development in collaboration with the APAC Region CS team.
- Plan and manage career development for technical population with watchmaking training institute IOSW.

Compliance & CSR:

- Implement CSR projects in line with Group/Region strategy
- Coordinate Health & Safety actions in compliance with Group & local requirements.

Dimensions:

- Countries : SG, TH, MY, AU, NZ, VN, number of Maisons in scope : 12

Tags

sea

customer

service

director

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