Client Relations Centre Team Leader

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

Be a part of our Team! 

We are looking for an experienced Team Leader to join us in our Sydney Head Office. Reporting to the Client Relations Centre Manager, the Client Relations Centre Team Leader is responsible for the daily running and management of the Client Relations Centre (CRC) based in Sydney.

The CRC Team Leader is responsible for the effective daily operation and performance of the Client Relations Centre, ensuring the achievement of service standards and sales objectives. This role serves as the primary point of contact and expert for ambassadors, providing direct coaching, guidance, and support to foster a high-performing team and deliver exceptional client experiences across all communication channels (phone, email, live chat, and social media).

If you have a passion for creating luxury and enjoy working within a dynamic and inclusive team, we welcome you to apply now!  

HOW WILL YOU MAKE AN IMPACT?

Daily Operational Management:

• Oversee the daily running of the CRC, ensuring smooth operations and balanced workload allocation among ambassadors.
• Act as the first point of contact for ambassadors, providing immediate support and guidance on systems, processes, and procedures.
• Monitor service levels (SLA), backlog, and sales objectives, taking immediate action to address any deviations or operational challenges.
• Facilitate online and phone sales activities to ensure daily and weekly targets are met.
• Handle inbound and outbound customer contacts, including acting as a next-level escalation point for complex or sensitive client situations.
• Ensure consistency in case management and client follow-up standards across the team.

Ambassador Coaching & Development:

• Provide regular, direct coaching and constructive feedback to individual ambassadors to enhance their performance in service delivery, clienteling, and sales conversions.
• Conduct regular check-ins and 1:1 discussions to monitor progress, identify development areas, and create actionable plans for improvement.
• Collaborate with trainers to define and implement specific training needs for ambassadors, ensuring continuous skill development and adherence to Maison standards.
• Support the onboarding process for new ambassadors, ensuring a smooth integration into the team and a rapid understanding of operational procedures.
• Motivate and supervise ambassadors effectively to achieve both qualitative and quantitative goals and targets.

Client Experience & Escalation:

• Ensure ambassadors consistently adhere to Maison standards and tone of voice in all client interactions.
• Act as an escalation point for complex or sensitive client situations, providing expert resolution and guidance to ambassadors.
• Collect valuable feedback from customers to brands and accurately deliver brand information to customers.

Performance Monitoring & Reporting:

• Track and monitor individual and team performance against key performance indicators (KPIs) and sales targets through regular check-ins and data analysis.
• Identify trends in customer satisfaction/dissatisfaction and sales insights, reporting immediate findings to the CRC Manager.
• Escalate emergency system issues to the CRC Manager in a timely manner and report on potential system improvements.

Process Adherence & Improvement:

• Ensure accurate processing of all required data/information in appropriate systems/tools, adhering strictly to group data security policies.
• Follow company policies and procedures, representing the Group in a professional image at all times.
• Identify recurring client issues or operational inefficiencies and propose immediate process improvements to the CRC Manager.
• Collaborate with the Group’s existing Customer Service team for repairs and after-sales service requests.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

We believe in shared success and understanding that with your actions you elevate your team and the Maison.

To contribute to team success, you will have:

• Minimum 2-3 years of experience in a team leader or supervisory role within a luxury retail, customer experience, or contact centre environment.
• Proven ability to coach, motivate, and develop frontline teams to achieve performance targets.
• Strong operational understanding of multi-channel service environments (phone, email, chat, social media).
• Expertise in contact centre systems and tools (e.g., CRM, interaction management, telephony).
• Excellent communication, interpersonal, and problem-solving skills.
• High level of emotional intelligence and ability to manage challenging situations effectively.
• Organized, detail-oriented, and capable of managing competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Knowledge of quality monitoring tools and customer satisfaction strategies.

HOW DO WE KEEP YOU SMILING:

• A great opportunity to be a part of a dynamic and diverse team
• The chance to work collaboratively with an array of creative and strategic minds, both locally and globally
• We offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level.

 YOUR JOURNEY WITH US:

• After being shortlisted, we will book in a conversation with our Talent Acquisition team to get to know you whilst sharing details on the role, team and Maison
• If you are successfully shortlisted you will be invited to attend a face to face interview with our Client Relations Centre Manager and Head of HR to discuss the role and your expertise in more depth. In return, we will also share insights on our team dynamics and our company culture.
• Finally, you will then have the opportunity to meet our Commercial Director who can share our overall vision and plans for the future for the Maison in Australia
• If your interviews are successful, you will commence your journey with the team after all required pre-employment screenings (including police checks) have been successfully completed.

Ignite your passion for luxury and make a meaningful impact at Cartier – apply now!

#Richemont #WeCraftTheFuture