E-commerce CRC Team Lead — Customer Experience Champion

HERMES MAROQUINERIE-SELLERIE (HMS); Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Hermès in Dubai is seeking a CRC Team Leader to guide a 5-associate CRC team alongside the CRC Manager, focusing on a customer-centric culture and continuous improvement to enhance the end-customer experience.

You will mentor and develop team members, manage performance, and uphold Hermès standards. The role requires strong collaboration with Retail, E-commerce, HR, and Operations to deliver exceptional service across all touchpoints.

Qualifications

• At least 3 years of proven management experience.
• Demonstrated leadership and people management skills.
• Strong customer service orientation and problem-solving abilities.
• Experience with cross-functional collaboration and training is preferred.

Responsibilities

• Lead, assess, and develop the CRC team to foster a motivating environment and high performance.
• Monitor KPIs, implement action plans based on customer feedback, and ensure service excellence.
• Lead CRC Training and coaching, coordinating with Training Manager to set up programs.
• Collaborate with Retail, Customer Experience, HR, Operations, Merchandising and Communications to ensure a unified customer journey across touchpoints.

Skills

Team leadership

Performance management

Customer service excellence

Tools

ADP

Excel

Job description

Hermès in Dubai is seeking a CRC Team Leader to guide a 5-associate CRC team alongside the CRC Manager, focusing on a customer-centric culture and continuous improvement to enhance the end-customer experience.

You will mentor and develop team members, manage performance, and uphold Hermès standards. The role requires strong collaboration with Retail, E-commerce, HR, and Operations to deliver exceptional service across all touchpoints.