Client Relations Centre Team Leader
Core
Manage the daily operations of the Client Relations Centre (CRC) for luxury brands, ensuring service standards and sales targets are met across phone, email, chat, and social media channels.
Role type
Senior Team Leader, Client Relations Centre
Builds
High-performing client service teams and consistent luxury client experiences
Domain
Luxury retail / Customer Experience / Contact Centre
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team leadership, multi-channel service management, coaching & development, operational monitoring, sales target achievement, escalation management, process improvement, CRM proficiency, data analysis
Preferred skills
Experience in luxury retail, knowledge of quality monitoring tools, proficiency in Microsoft Office Suite
Responsibilities
Oversee daily CRC operations and workload allocation; coach and develop frontline ambassadors; monitor SLAs, backlog, and sales KPIs; handle complex client escalations; ensure adherence to brand standards and tone of voice; report performance trends and system issues.
Seniority
Senior, hands-on IC
