Client Care Manager

Vor 4 Tagen

Neuenburg, Neuenburg, Schweiz Officine Panerai Vollzeit
About the Role

We are seeking a highly skilled and experienced Client Care Manager to join our team at Officine Panerai. As a Client Care Manager, you will be responsible for developing and implementing a comprehensive Client Care program that aligns with our company's standards and strategic objectives.

Key Responsibilities
  • Client Care Program Development: Develop and introduce a comprehensive Client Care program that meets the needs of our clients and aligns with our company's standards and strategic objectives.
  • Team Leadership and Training: Supervise the recruitment, orientation, and continuous training of the Client Care team to ensure they possess the necessary skills and knowledge.
  • VIP Case Management: Coordinate and manage VIP client cases, ensuring prompt, client-oriented solutions at an international level.
  • Operational Project Management: Oversee the operational management of Client Care projects, ensuring that all customer communications meet the expectations of our clients.
  • Tool and Process Optimization: Implement and develop management tools and processes, including sales force services, cloud platforms, live chat, and other client-centric technologies.
  • Client Relationship Management: Work closely with Brand Directors to provide competent advice to our international clientele, and provide VIP clients with accurate information regarding delivery times and availability.
  • Feedback and Continuous Improvement: Establish communication channels for clients to share their feedback and challenges, and ensure that client feedback is analyzed to drive key decision-making.
  • Product Development Support: Work closely with the R&D team to integrate customer service feedback into the development of new products.
  • Quality Feedback: Work with the Quality department to analyze customer feedback and implement corrective actions to maintain the excellence of our products.
  • Technical Training Development: Manage the Training Center and coordinate technical training for the Customer Service team on an international level, developing and deploying annual training plans and new training modules as needed.
  • Performance Monitoring: Track and analyze key performance indicators for Client Care activities, ensuring continuous improvement and adherence to our company's high standards.
Requirements
  • Experience: 3 to 5 years of project management experience with a background in customer care, call centers, or after-sales service in a medium to large company.
  • Language Skills: Fluency in both spoken and written English and French is essential, German or Italian is a plus.
  • Additional Skills: Watchmaking knowledge is required with strong client orientation, excellent communication skills, problem-solving abilities, and experience in training and team development.
  • Education: Preferably in Marketing, Business Administration, or a related field, with relevant experience in client service and management of medium to large teams.
About Us

Officine Panerai is a dynamic and multicultural team that values continuous improvement, efficient accountability, and a care attitude. We offer a range of benefits, including the opportunity to develop and take your career to the next level with potential opportunities within the Maison and the Richemont Group.

Interview Process

The interview process will consist of three stages: an introductory call, an interview with the Hiring Manager and HR department, and an additional interview with peers. We are an equal opportunities employer and are committed to ensuring that all applicants are treated equally and fairly throughout our recruitment process.

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