UK Customer Service Director

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic individual to manage their UK RCS platform, ensuring exceptional client service and operational excellence. This role involves collaborating with key stakeholders, optimizing processes, and leading a dedicated team to enhance client satisfaction and performance. The ideal candidate will have a strong background in customer service, particularly within the luxury sector, and possess excellent leadership and communication skills. Join a diverse and innovative company that values empathy, curiosity, and integrity, and help shape a positive client experience.

Qualifications

• Experience in Customer Service, ideally in the luxury industry.
• Strong leadership and team development skills.

Responsibilities

• Manage the UK RCS platform ensuring high service levels.
• Coordinate the entire repair process and internal operations.

Skills

Customer Service Experience

Leadership Skills

Interpersonal Skills

Problem-Solving Mindset

Organizational Skills

Education

Bachelor's Degree

Tools

ERP Systems (SAP)

Job description

The job description contains relevant information but needs improved formatting and removal of irrelevant content for clarity and professionalism. Here's a refined version:

How will you make an impact?

• Manage the UK RCS platform to ensure the best level of service
• Ensure Richemont Customer Service (RCS) activities in the market are focused on Client Service and Performance to support the strategy and development of our Maisons
• Deliver Operational Excellence and optimize activities to maximize client satisfaction, efficiency, team development, and profitability
• Work closely with all key stakeholders (Group & Regional RCS teams, Local Maisons & Manufacture) on implementation or optimization projects

Performance management and operational excellence:

• Coordinate & oversee the entire repair process and internal operations of departments (Administration, CS Logistics, Technical, Communication)
• Ensure application of Group and Maisons policies
• Monitor RCS KPIs (lead time, quality, productivity, customer satisfaction) and implement relevant action plans
• Optimize internal flows & processes, lead continuous improvement and transformation projects
• Propose and control the CS budget aligned with Maisons strategy and Group guidelines
• Resolve escalated customer issues and complaints promptly and effectively

Business partnering with internal & external partners:

• Handle all interactions with internal & external partners professionally, empathetically, and with a focus on long-term relationships
• Develop and maintain strong partnerships with Maisons for sustainable growth
• Support the Maisons in strategic CRM campaigns
• Contribute to the growth of Maisons by developing CS activities (e.g., Jewelry)
• Build relationships with external repair centers through regular visits and follow-up

Leadership & Team management:

• Lead, mentor, and develop teams, identifying relevant training needs
• Set performance objectives, provide feedback, and conduct reviews
• Foster a positive, collaborative work environment
• Define recruitment strategies and ensure adequate staffing

How will you experience success with us?

• Experience in Customer Service, ideally in the luxury industry
• Client-oriented mindset
• Ability to thrive in a fast-paced, evolving environment
• Strong leadership and team development skills
• Excellent interpersonal and communication skills
• Continuous improvement and problem-solving mindset
• Organizational skills
• Experience with ERP systems such as SAP is a plus

What makes our group different?

Our strength lies in our diversity of arts, cultures, and human skills, fostering untapped potential. We value freedom, loyalty, solidarity, and cultivate empathy, curiosity, courage, humility, and integrity. We also care for the world we live in.

Your journey with us:

We aim to provide a valuable recruitment process, exposing you to key decision-makers and influencing individuals:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the HR Manager