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BROBSTON GROUP

Omega Luxury Boutique Customer Care Manager

Posted 1 week ago
New York
Market: NY - New York
Industry Segment: Luxury Watches and Jewelry
Category: Retail Store Management
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Omega Luxury Boutique Customer Care Manager
Omega
New York
Luxury Watches and Jewelry
Full time
Posted 1 week ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Omega Customer Service Manager – 5th Avenue

Job Description:

The Customer Service 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

Salary Range: $32 – $36 per hour.

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

Required Skills:

  • 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

About Omega

Founded in 1848, OMEGA is a watch brand synonymous with excellence, innovation and precision. The company has constantly been defined by its pioneering spirit, demonstrated by its conquests of the oceans as well as space. Since 1965, the OMEGA Speedmaster has been worn on each of NASA’s piloted missions including all six moon landings and many of history’s greatest explorations beyond Earth.

As well as this, no brand is more actively involved in sports timekeeping. In addition to partnerships in golf, sailing, athletics and swimming, OMEGA has served as the Official Timekeeper of the Olympic Games since 1932. This role has not only involved the precise timing of many different sports and disciplines, but also the consistent development and evolution of the vital equipment that today’s athletes rely on.

In watchmaking, OMEGA’s history has been dedicated to a quest for perfection. This legacy continued in 1999 with the launch of the revolutionary Co-Axial escapement and, in 2015, with the world’s first Master Chronometer. Approved by the Swiss Federal Institute of Metrology (METAS), Master Chronometer certification today represents the Swiss industry’s highest standard of precision, magnetic resistance and chronometric performance.

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Omega Luxury Boutique Customer Care Manager
OMEGA Boutique
New York
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Omega Luxury Boutique Customer Care Manager
Omega
New York

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