Customer Service Manager Jobs

A master in the Art of Fusion, respecting the tradition and creative vision of the 21st century, Swiss watchmaker Hublot places innovation at the heart of its growth strategy. Driven by a young spirit, resolutely looking to the future, Hublot's teams are constantly looking for innovative concepts, which is Hublot’s trademark. Beyond the development of major watchmaking complications, Hublot is associated with the biggest names in the world of sport, through collaborations with FIFA, UEFA, Kylian Mbappé, Usain Bolt, Novak Djokovic and many more. Hublot touches on many varied fields including music - with the famous virtuoso pianist Lang Lang as well as DJ Snake - and art with Takashi Murakami or Sang Bleu, among others.

We are looking for an experienced Customer Care Manager to provide excellent customer service and serve as the driver to the organizations customer centric vision by promoting this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectations.

Essential Job Functions:

• Ability to think strategically and to lead.
• Meet monthly KPI’s.
• Acts as a liaison between the customer service department and other divisions in the company and HQ
• Manage the planning and organization of resources and orderly workflow according to priorities and ensure that employees understand their duties or delegated tasks.
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Collaborate with other subdepartments within Aftersales Dept. to meet client needs.
• Ensure accurate monthly closing of repair documents for financial reporting.
• Act as a Hublot Ambassador and provide the best customer service and support for dealers, Hublot Boutiques, and end customers.
• Manage daily Salesforce cases.
• Set a clear mission and deploy strategies focused on the organizations global vision.
• Manage repair account of Flagship store
• Develop service procedures, policies, and standards.
• Identify tools to improve customer experience.
• Take ownership of customers issues and follow problems through to resolution.
• Facilitate the monthly sessions of the teams.
• Lead quarterly meetings with boutiques to ensure needs and support are met.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Management of the Customer Service team.
• Monitor employee productivity and performance and provide constructive feedback as necessary.

Other:

• Identify process or system improvements to reduce costs, improve performance or enhance the customer experience.
• Assist Director of After-Sales with Ad-Hoc projects and business continuity & improvement

Profile:

• Proficient in MS Office – Word and Excel. Experience with Outlook and Salesforce preferred.
• Previous experience in managing a team of Customer Representatives (call center or other related)
• Excellent client facing and communication skills.
• High customer focus and strong interpersonal skills
• Independent and proactive with a strong team spirit desired
• Demonstrate ability to motivate and communicate with others at all levels.
• Minimum 5 years of customer relationship related experience
• Excellent organizational skills and attention to detail
• Previous luxury customer relationship experiences highly desired
• Bachelor’s degree preferred.

Full time regular position with full benefits.

Location: Fort Lauderdale, Florida