E-commerce CRC Team Manager

Hermes
Dubai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["Leadership","Mentoring","Communication","Problem-solving","Organization"]

Lead and manage a CRC team of 5 associates, partnering with the CRC Manager to deliver exceptional customer service and achieve performance targets. Drive continuous improvement using customer feedback and data, set and track KPIs, and ensure compliance with company processes. Mentor and coach agents, oversee training and daily briefings, manage HR-related functions for the team, and coordinate with cross-functional departments to enhance the customer experience across touchpoints.

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FursaFursa
Hermes
Hermes
2 days ago

E-commerce CRC Team Manager

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead and manage a CRC team of 5 associates, partnering with the CRC Manager to deliver exceptional customer service and achieve performance targets. Drive continuous improvement using customer feedback and data, set and track KPIs, and ensure compliance with company processes. Mentor and coach agents, oversee training and daily briefings, manage HR-related functions for the team, and coordinate with cross-functional departments to enhance the customer experience across touchpoints.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, assess, and develop a CRC team of 5 associates to meet and exceed customer service performance targets.
  • •Handle HR-related functions for the CRC team, including regular performance evaluations, addressing employee issues, and ensuring policy compliance.
  • •Monitor customer service performance using feedback and data; identify trends and create action plans and KPIs with regular reporting.
  • •Coach and mentor team members, lead the CRC training and coaching programme, and run daily briefings with product and best-practice information.
  • •Coordinate contingency plans for critical situations (e.g., product recalls or service disruptions) and collaborate cross-departmentally to improve customer experience.

Key Requirements

  • •At least 3 years of proven management experience.
  • •Ability to lead by example with exceptional customer service and communication standards.
  • •Leadership presence with resilience, composure, and strong prioritization in a fast-paced environment.
  • •Client service orientation with a drive to deliver excellent customer experience.
  • •Experience in e-commerce is a plus.
Experience:3+ yearsE-commerce
Skills:LeadershipMentoringCommunicationProblem-solvingOrganization
Tech Stack:ExcelADP

Company Brief

Hermes
Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 1837
WebsiteLinkedIn