OMEGA is a company of the Swatch Group, the world’s leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women’s watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA’s reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry’s highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.
Job description
The Customer Care Manager is responsible for daily organization and management of the Customer Service department at the 5th Avenue boutique. This individual will exemplify and ensure compliance to OMEGA standards, policy, procedures, and guidelines
Profile
Responsibilities include, but not limited to:
Management
Operating the service department as a business. Focusing consistently on growing the business, comping last year figures and meeting budget. Building the department to a level of 15-20% of the Boutique’s yearly business.
Daily monitoring of service flow (incoming, outgoing) and delays. Assure correctness of execution for all CS steps and provide status updates with appropriate communication to customers when applicable
Measure and report the department’s Weekly/Monthly sales and successes
Responsible for department’s KPI Report
Responsible for department’s complete inventory
Identify and manage inventory of most popular/sought after items after sales products for the CS and Sales Department,
Manage the yearly shrink which includes;
Management of accessories; straps, NATOS, Buckles, etc.
Management of loaner timepieces
Management of spare parts
Lead in the preparation of accessories inventory and reconciliation
Delegate tasks and direct Customer Service team and technicians to ensure maximum productivity
Hire, train and develop the CS team to uphold OMEGA standards of luxury customer service
Measure employees development through qualitative & quantitative monthly, quarterly and annual reviews
Coach team in the moment to maximize efficiency of employees and sustain consistency across the team
Customer Service
Creativity, envisioning ways of creating exceptional customer experiences for all individuals and holding the customer service team accountable to such elevated luxury experiences
Organization, creating a method that ensures exceptional customer service which includes proper information, appropriate service timelines and follow up
Ability to take ownership of situations and proactively deescalate customer issues which include;
Providing secondary level resolutions to escalated client concerns and disputes
Diffusing the mood, tone, language of challenging communication
When applicable, provide resolutions to escalated customer concerns and disputes, be proactive and work with the Boutique Director to deescalate issues before further issues
Professional requirements
Outstanding organizational and follow up skills
5 years extensive customer service experience
Proficient in retail POS and SAP required operations
Excellent verbal and written communication skills
Strong analytical and mathematical skills
Proficient in Excel, Word, and PowerPoint
Ability to multitask
Previous mechanical watch experience preferred
Benefits Program
The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.
Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
Company paid life insurance and Long Term Disability
18 PTO days per year, 23 PTO after 5 years
7 days per year extended paid time for medical, parental and military leave
