Manager Client Relations Center

Brobston Group - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

About the position

The Manager in the Client Relations Center will assist the Senior Manager in overseeing and enhancing the operations of the CRC. This role focuses on developing sales, growing the team of Ambassadors, and ensuring high-quality service delivery. The manager will guide the team in all aspects of operations, aligning with the standards of the Maison and fostering a positive work environment.

Responsibilities

• Guide and support the team in all aspects of CRC operations.
• Educate and inspire teams with Maison knowledge through monthly quality coaching sessions.
• Monitor call, email, and chat interactions within Salesforce and Vonage, coaching the team to align communication with Maison standards.
• Partner with leaders and CRC Trainer to develop coaching plans for all team members.
• Ensure growth and achievements towards Maison strategies, sales targets, KPIs, clienteling, and client experience best practices.
• Perform operational and HR tasks including scheduling, payroll, and overtime management.
• Partner with internal stakeholders to resolve escalated client matters.
• Communicate all relevant information proactively, including internal updates, brand policies, and system enhancements.
• Foster a culture of celebrating memorable moments for clients through all channels.
• Develop and execute effective clienteling strategies.
• Lead and delegate projects to promote ongoing learning and development.
• Challenge and develop the team through coaching, feedback, and role play.
• Support and ensure fluidity of operations and execution of all Maison policies and procedures.
• Exhibit strong communication and problem-solving skills.
• Create a positive and productive environment leveraging personal and team savoir-faire.

Requirements

• 3+ years in people management, especially in luxury, retail, hospitality, or other fast-paced customer-focused environments.
• Substantial knowledge of call center retail, eCommerce, and logistics business structure is a plus.
• Experience creating detailed reports and giving presentations.
• Fluent in English and Spanish or Portuguese.
• Strong leadership skills and ability to develop and grow a team.
• Experience in process transformation, including change and agility.
• Excellent verbal and written communication skills, particularly in negotiation and conflict resolution.
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail.
• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision.