The Team:

The Client Relations Center, an extension of the eCommerce team, lends support by managing phone and email inquiries for US flagship boutiques and Hermes.com. 

The Opportunity:

As Director of Client Relations Center (CRC), you will directly manage all CRC responsibilities including training and development of call center team, compiling call center reporting and maintaining service levels of team to brand standards of service. As Director, you will also manage building operations, maintenance, vendor relations and team scheduling. All other duties as assigned by supervisor. 

About the Role: 

Manage Client Relations Center team in daily responsibilities, ensuring the highest standards of customer service in keeping with the Hermès standards of service.  Spearhead Training and Development programs for the CRC team to maintain product knowledge, understanding of best practices and policies and procedures. Ensure speedy follow-up and resolution of client escalations.  Partner with store and eCommerce teams to deliver seamless client experiences.  Develop strong working relationships across store and eCommerce teams to ensure the best omnichannel experience for the client.  Provide daily/weekly/monthly full team stats/call center analysis and performance.  Achieve customer service KPIs and objectives.  Analyze metrics, set individual and team performance targets, and coach team members to meet goals. Partner with the Paris team on reporting issues that affect customer service. Schedule regular one on one touchbases and ensure regular Quality Assurance of phone calls and emails to maintain high service levels and identify areas for further development.  Maintain appropriate talent bank and fill positions with high quality candidates and in a timely manner.  Ensure appropriate support and coverage for CRC team.  Monitor industry trends and best practices to think strategically about the business and identify future needs. Assist with Customer Service needs during peak volume times as needed. Continue to develop analytical and leadership skills with ongoing trainings. Oversee all operations of the building including, but not limited to, management of vendors, ordering of supplies and securing of building.

Supervisory Responsibility: 

Yes – CRC Coordinator and Manager level direct reports

Budget Responsibility: 

Yes – Assist department in achieve fiscal goals, T&E and management of team overtime 

Decision Making Responsibility: 

Yes – Key decision maker for client services issues, growth strategy and planning

About You: 

10+ years of experience, in similar call center and/or customer service environment Flexibility with scheduling and support as needed during peak periods Demonstrated success in coaching and people management Strong ability to exercise appropriate judgement Excellent analytical and problem-solving skills Proven excellence at communication skills (verbal and written) and ability to multitask  Strong knowledge of Microsoft Excel, Word and PowerPoint Previous call center and/or customer service team experience preferred Luxury retail experience preferred Knowledge of French is helpful

The range for this position is $106,374 - $177,290.10. Actual rates are determined on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.