SummaryAs a Supplier Relationship Manager, you will be the main point of contact connecting diverse Beauty Maisons with a unique outsourced partner for Client Services. Your leadership will ensure a best-in-class service level for all types of contacts, guaranteeing optimized client satisfaction that aligns with the brand image of the Maisons.
Responsibilities- Oversee client operations at the North America Customer Service Center, supervising the Business Processing Outsourcer’s (BPO) day-to-day activities and service delivery.
- Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
- Foster Maisons-BPO partnership, monitoring accessibility, operational excellence, and sales achievements, evaluating performance metrics and setting high service standards.
- Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy, and planning arbitrations between channels/contact types/Maisons.
- Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements.
- Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs, and clienteling programs to enhance overall customer satisfaction.
- Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment, and omnichannel harmonization to elevate customer interaction through smooth and efficient resolution.
Requirements- Bachelor’s degree paired with significant experience in managing remote/digital complex customer services operated by a BPO, ideally within the beauty or luxury industry.
- Leadership skills capable of animating cross-functional teams towards common goals.
- Outstanding communication skills that establish rapport with both internal stakeholders and external partners.
- An analytical approach toward leveraging data insights for strategic decision-making.
- Competence in managing concurrent projects while nurturing relationships across multiple Maisons.
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