Sea Customer Service Director
2 weeks ago
Reference Code: 68981
**SEA Customer Service Director**:
Richemont
Singapore, 01, SG
Permanent
Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.
**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
Richemont #Revealtheexceptional
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