[담당업무]

 CRC management
- Lead Brand Client Relation Center in order to deliver brand value.
- Ensure the quality of service provided by the CRC to clients and boutiques.
- In charge of daily KPI, Phone sales and client relationship management and complaints handling.
- Enhance and maintain the brand image and values through effective communication with the collaborative teams to ensure consistent delivery of the image by the CRC Ambassadors.
- Manage the global project roll out related with Retail, eCommerce and other channels as key contact of Client Relation Center. Oversee project timelines, budgets, and resources to ensure project goals are met within specified parameters.
- Ensure CRC quality assurance & plan for CRC training strategy.
- Closely collaborate with L&D, Sales and service coach to develop and implement training programs.
- Act as a liaison between the headquarters team and local teams to ensure effective communication and collaboration.
- Continuously assess and seek opportunities for improvement in client experiences and provide targeted training to enhance the overall customer experience.
- Regular feedback & insight updates based on the client inquiry trend.
- Responsible of reporting & issue analysis in terms of inquiry trend & KPI.
- Risk management of resources & complaint handling.
- Forecast and plan the annual budget for all operational costs related to the CRC and ensure efficient use of resources.
- Promote brand culture within CRC to strengthen bond between online and offline experience for clients

 CRC KPI management
- Manage and monitor the achievement of all KPIs in the CRC and ensure they are aligned with the global standards and expectations and set up local KPI.
- Establish and monitor service level agreements (SLAs) for all channels of communication, including call, email, web inquiry, social media, livechat, kakaotalk, and any other new channels added.
- Phone sales and Client barometer target alignment and activate the action plans to reach the target.
- Managing of mystery calling/call monitoring
- Identify and implement additional KPIs as required to continually improve the performance of the CRC.

 Distance sales target achievement
- Strategically plan and exceed phone sales targets to ensure CRC consistently achieves its sales goals
- Develop and implement actions plans & incentive scheme to align sales targets within internal networks
- Regularly monitor and optimize sales performance through effective coaching and training
- Collaborate with the team to identify and implement best practices for enhancing sales effectiveness
- Generate reports and insights on sales performance to drive continuous improvement efforts within CRC

[자격요건]

경력사항: 경력(8년 이상 10년 이하)
학력사항: 대학교(4년)졸업

- - University degree with a minimum of 8-10 years of experience in customer service, call center environment, preferably in the Retail business.

- CRC QA/Training experience preferred

- Luxury brand experience is a plus.

- At least 3 years of management experience with a preference for a high-volume and/or luxury environment, and the proven ability to develop and mentor staff.

- Strategic overview.

- Fluent in English & Korean

- SAP, Salesforce experience is preferred.

- Proficient in using spreadsheets in Excel and presentations in PowerPoint

[우대사항]

외국어: 영어 회화가능,독해가능,작문가능