E-commerce CRC Team Manager

Role Overview

E-commerce CRC Team Manager at Hermès Paris. You will lead and manage 5 CRC associates alongside the CRC Manager, ensuring the team meets and exceeds performance targets while building a customer-centric culture and driving continuous improvement to enhance the overall customer experience.

Company Overview

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Role Purpose

As an ambassador for Hermès, you will be entirely dedicated to the satisfaction of end customers of the House. You will join a dynamic team based on collaborative work, team spirit, and mutual support, leading the CRC team to embody Hermès values and drive excellence in customer service delivery.

Key Responsibilities

Team Leadership & Development

• Lead, assess, and develop the team to foster a motivating and positive environment.
• Manage and develop the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone's commitment to good teamwork.
• Act as a mentor and resource for junior customer service agents, providing guidance, sharing best practices, and assisting in resolving challenging situations.
• Evaluate team members on an individual basis, both regularly and during mid-annual and annual interviews.
• Embody Hermès values with the team and customers, ensuring mutual aid and aiming for excellence and caring within the team.

Human Resources & Compliance

• Handle HR-related functions for the CRC team alongside the CRC Manager, conducting regular performance evaluations.
• Address employee-related issues and ensure compliance with company policies and procedures.
• Manage team planning and team presence using Excel sheets.
• Manage vacation validation in ADP and Excel sheets.

Performance Monitoring & Customer Satisfaction

• Monitor performances and ensure excellent customer service.
• Based on performance goals set by the leadership team, establish KPIs to measure the team's success.
• Monitor and report on metrics regularly, taking corrective actions when necessary.
• Utilize customer feedback and data to identify trends, areas of improvement, and opportunities to enhance customer satisfaction.
• Develop action plans based on insights gained from customer interactions and surveys.
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations.
• Build and maintain strong relationships with key customers and clients, engaging in regular communication to understand their needs and preferences, seeking opportunities for upselling or cross-selling when appropriate.

Service Standards & Crisis Management

• Develop, implement, and maintain customer service policies, procedures, and best practices alongside the CRC Manager.
• Continuously monitor and improve service standards to ensure consistent high-quality service delivery.
• Develop contingency plans for handling critical situations, such as product recalls or service disruptions, alongside the CRC Manager.
• Coordinate with relevant teams to manage crises and maintain customer confidence.

Training & Coaching

• Lead the CRC Training and coaching programme.
• Ensure the development of the team by listening to individual and collective needs and passing on information to the Training Manager to set up appropriate trainings.
• Assure training program alignment with the Training Manager in line with team member presence and coherence of their needs.
• Coach each team member with regular individual meetings to ensure good integration and provide feedback on KPI achievements (pick up rate, mails, sales).
• Stay updated on product features, updates, and relevant information to effectively address customer inquiries and provide accurate information.
• Lead the daily briefings schedule for the CRC team to ensure everyone contributes with product information, product launches, best practices, and customer service techniques briefings.
• Create out-of-the-box briefings to inspire and lead the team.
• Work closely with the training and e-merchandising department to gather enough material for briefings.
• Stay updated on the latest customer service technologies and tools, implementing and integrating appropriate systems to streamline processes and improve efficiency.

Cross-Department Collaboration

• Collaborate with other departments, such as Retail, Customer Experience, HR, Operations, Merchandising, and Communications team, to ensure a seamless and unified customer experience across all touchpoints.
• Ensure strong collaboration with the e-commerce team to stay updated on all sides of the business.
• Share regular feedback with the CRC Manager on customer interactions.
• Build strong collaboration with all retail stores to enhance the customer service and level of support offered to clients.
• Build a strong relationship with Paris HQ and the worldwide CRC community.

Qualifications & Experience

• At least 3 years of proven management experience.
• Experience in e-commerce is a plus.

Skills & Competencies

• Lead by example in demonstrating exceptional service and communication standards.
• Inspire and motivate through attitude and actions.
• Leadership presence, showing resilience and composure.
• Assertive, with capacity for analysis, autonomy, and a sharp sense of priorities.
• Client service oriented and eager to provide excellent customer experience.
• Highly organized, reliable, and a strong team player.
• Ability to multi-task and manage priorities in a fast-paced environment.
• Business-oriented mindset, proactive and solution-driven, with the ability to propose new ideas.