E-commerce CRC Team Leader: Customer-Centric Growth

Hermès; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Hermès seeks a CRC Team Leader in the Dubai area to lead and manage a team of 5 CRC associates alongside the CRC Manager. The role focuses on building a customer-centric culture, driving continuous improvement, and delivering outstanding service to Hermès customers worldwide.

You will mentor staff, monitor performance, collaborate across departments, and ensure alignment with Hermès values to sustain exceptional customer experiences.

Qualifications

• At least 3 years of proven management experience.
• Leadership presence, resilience and composure under pressure.
• Ability to multi-task and manage priorities in a fast-paced environment.
• Client service oriented and eager to provide an excellent customer experience.

Responsibilities

• Lead, assess, and develop the CRC team to foster a motivating and positive environment.
• Handle HR-related functions for the CRC team with the CRC Manager and conduct regular performance evaluations.
• Mentor and guide junior customer service agents and resolve challenging situations.
• Develop the team atmosphere and ensure strong teamwork and mutual support.
• Evaluate team members in regular, biannual and annual interviews.
• Monitor performance and ensure excellent customer service using feedback and data.
• Establish KPIs, monitor metrics, and take corrective actions when needed.
• Build relationships with key customers and opportunities for upselling or cross-selling.
• Develop and maintain customer service policies and best practices with the CRC Manager.
• Coordinate contingency plans for crises and coordinate with relevant teams.

Job description

Hermès seeks a CRC Team Leader in the Dubai area to lead and manage a team of 5 CRC associates alongside the CRC Manager. The role focuses on building a customer-centric culture, driving continuous improvement, and delivering outstanding service to Hermès customers worldwide.

You will mentor staff, monitor performance, collaborate across departments, and ensure alignment with Hermès values to sustain exceptional customer experiences.