Senior Manager - Client Relations Center

About the position

As the Senior Manager of the Client Relations Center, you will oversee day-to-day operations, leading the CRC team and driving customer service excellence. You will implement strategies to enhance team performance, provide coaching and support, and collaborate with cross-functional teams to deliver an elevated client experience. This position is based onsite in our West Coast Corporate Office in Los Angeles, California.

Responsibilities

• Lead, coach, and develop CRC Managers, Supervisors, and Coordinators to meet operational goals and maintain Hermès' high service standards.
• Oversee team productivity by conducting quality assurance reviews and ensuring timely resolution of client inquiries and escalations.
• Support hiring efforts, building a robust talent pipeline, and ensuring proper staffing to meet business needs.
• Spearhead ongoing team training and development programs to enhance skills, leadership capabilities, and service delivery.
• Conduct regular performance reviews and provide actionable feedback to improve team efficiency and individual growth.
• Ensure all client requests are managed promptly and in alignment with Hermès' service standards.
• Handle escalated client cases and collaborate with store and eCommerce teams to deliver seamless omnichannel experiences.
• Implement and maintain knowledge of product policies, procedures, and best practices to continuously improve client satisfaction.
• Collaborate with the Director to analyze key metrics, set team performance targets, and develop strategies to meet or exceed goals.
• Manage team scheduling, ensuring coverage during high-demand periods.
• Provide support for CRC operations, including vendor relations, supplies management, and reporting.

Requirements

• 7-10 years of experience in a call center or customer service environment, with demonstrated success in management roles.
• Proven ability to lead and inspire teams, manage escalations, and deliver exceptional customer service.
• Strong analytical and problem-solving skills with experience in setting and achieving KPIs.
• Excellent communication skills (written and verbal) with the ability to multitask in a fast-paced environment.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Flexibility to work during peak business periods, including extended hours and weekends as needed.

Nice-to-haves

• Experience in luxury retail or customer service is preferred.
• Knowledge of French is a plus.

Benefits

• The annual salary range for this position is $92,393 - $112,295.