E-commerce CRC Team Lead — Customer Experience

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Dubai

On-site

AED 90,000 - 150,000

Full time

6 days ago

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Job summary

Hermès Middle East in Dubai Head Office is seeking a CRC Team Leader to guide a team of 5 CRC associates alongside the CRC Manager, dedicated to delivering exceptional customer experiences aligned with Hermès standards. The role emphasizes coaching, performance management, and close collaboration with Retail, HR, Operations, Merchandising and Communications to ensure seamless service across channels.

The ideal candidate has at least 3 years of management experience, a luxury retail mindset, and

Qualifications

Minimum 3 years of proven management experience.
Ability to lead and motivate a customer-service team.
Strong collaboration with cross-functional departments.

Responsibilities

Lead, assess, and develop the CRC team to foster a motivating and positive environment.
Manage HR functions for the CRC team and conduct regular performance evaluations.
Mentor junior customer service agents and share best practices.
Develop KPI-based performance monitoring and reporting for the team.
Collaborate across departments to ensure a seamless customer experience.
Lead CRC training and coaching programs with the Training Manager.
Implement systems to streamline processes and improve efficiency.
Plan team scheduling and vacation validation in ADP and Excel.