Team Lead Online Retail

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Are you a good match?

The ideal candidate for this role is required to have a bachelor’s degree with 2+  years in contact center/customer service environment.

The candidate should be able to display a high level of maturity, poise, and sound business judgement to work with clients. The candidate should be able to learn and use multiple applications and systems, including Microsoft Office; Salesforce, CRM, or other comparable email and chat; SAP knowledge.

What are we expecting from you?

The Team Lead at the Client Relations Center is responsible for modelling the way while achieving/ exceeding sales, KPIs, SLAs, and deliver an exceptional service experience to all internal and external customers. This person will be the first point of contact for the ambassadors and also an expert in systems, processes, and procedures. They ensure a professional and client-oriented work environment by monitoring employee performance and taking the necessary actions to support and motivate the team. Using effective communication skills, the Team Lead must liaise with Management effectively to achieve sales targets, as well as operational and service excellence of the Maison.

In this role, you will:

• Drive sales through professional and courteous client interactions. Handle all inbound communication and greet all customers in a timely, professional and engaging manner. Comfort with outbound communication to continue client relationships.

• Provide written/verbal responses to customers’ inquiries via Phone, Email, Chat, and Social Media, modeling our service expectations in each conversation.

• Lead on contacts which must be escalated; handling all cases in a timely, professional and engaging manner.

• Coach team ambassadors in performance & systems use (in collaboration with CRC management)

• Lead team on CRC After Sales inquiries, processes, and resolution, while partnering with the After Sales NYC Team for exceptional requests.

• Stay abreast of launches, campaigns, and internal processes to support the team answering a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries.

• Partner with Manager to determine, communicate and monitor individual and team KPI’s to further success and, proactively request resources (tools and trainings when needed.

• Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments

• Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.)

Internal/ External Client Relationship Management:

• Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with Manager and team to develop and execute new ways to elevate client experience.

• Consistently seek new product, service, and operational knowledge to act as an expert for the CRC and the Maison

• Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
• Uphold the Van Cleef & Arpels standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive working environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
• Display strong selling and negotiating skills; overcome objections, provide reccomentations, and ask probing questions to close sales and gain and understanding of client needs and motivations
• Hours subject to change
• Flexibility to work holidays
• Ability to travel as required

More than a role…we recruit for a career!

By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition. Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how as well as trainings about our creations.

The recruitment process:

Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience.

Richemont offers a generous compensation and benefits package for eligible employees.

We Offer:

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.