LVMH Watches & Jewelry - Customer Service Director

Position

Mission Statement:

To provide each of the brands of LVMH Watch & Jewelry with the best services defined under Customer Service responsibilities by improving the quality of the services and productivity of the operation as well as motivating and developing Customer Service personnel.

Job responsibilities

CSL (Customer Service & Logistics) is one of the divisions of W&J SSC (Shared Service Center), providing service of Customer Support, Before Sales Service, After Sales Service for Watches and Jewelry such as TAG Heuer, Zenith, Hublot, Chaumet, Fred and Bulgari imported from Headquarters in Switzerland, France and Italy.

This position is a leadership role of Customer Service in the CSL organization.

 

Preparation and execution of the strategic plan of quality and productivity improvement plans:

• Define Customer Service strategy and action plans, in line with Brand strategy, and implement the plans on a timely basis
• Prepare budgets and forecast and other related reports.
• Prepare a monthly status report to monitor the performance of Customer Service operation, and take the actions based on the analysis of the performance.
• Manage Customer Service expenses and capital spending within the budget.

 

Management of relationships and development of partnerships with Brand.

• Establish day-to-day communication with Brand to ensure the operation meets the needs of the Brand.
• Collaborate with Brand to develop and implement the projects.

 

Management of Customer Service employees

• Coach, guide and motivate Customer Service
• Define objectives and evaluate their performance

 

Key focus of managing each function in Customer Service is as follows:

• Customer Support Center/Order Taking – Ensure that the interface with consumers and customers are effective and efficient with the high level of services.
• ASS – Ensure that the services in terms of quality and speed are the best among the competitors.

Profile

Experience:

• Experience of Project Management/Factory Management/People Management
• Professional experience abroad preferably.
• Luxury experience in Business
• Overall knowledge in Repair/Customer Service/Manufacturing

 

Skills/Abilities:

• Ability to analyze the operation and to develop action steps for the improvement
• Ability to manage projects, to develop budget, and to prioritize multi-tasking and control deadlines.
• Leadership in large scale of organization.
• Team builder and people management skills with maturity.
• Presentation skills in both Japanese and English

 

Required Competencies:

• Approachability
• Customer focus
• Direct others
• Integrity and trust
• Managing and Measuring Work
• Planning
• Process Management
• Building Effective Teams
• TQM/Re- Engineering

 

Language:

• English communication skills for business