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About the Role

This role is responsible for the daily operation and management of the Client Relations Centre (CRC) in Sydney, ensuring service standards and sales objectives are met. The Team Leader serves as the primary point of contact and expert for ambassadors, providing coaching, guidance, and support to foster a high-performing team and deliver exceptional client experiences across all communication channels.

Responsibilities

• Oversee daily CRC operations, ensuring smooth running and balanced workload allocation.
• Act as the first point of contact for ambassadors, providing immediate support and guidance on systems, processes, and procedures.
• Monitor service levels (SLA), backlog, and sales objectives, addressing deviations or operational challenges.
• Facilitate online and phone sales activities to meet daily and weekly targets.
• Handle inbound and outbound customer contacts, including acting as a next-level escalation point for complex client situations.
• Ensure consistency in case management and client follow-up standards across the team.
• Provide regular, direct coaching and constructive feedback to ambassadors to enhance performance.
• Conduct regular check-ins and 1:1 discussions to monitor progress, identify development areas, and create actionable plans.
• Collaborate with trainers to define and implement specific training needs for ambassadors.
• Support the onboarding process for new ambassadors.
• Motivate and supervise ambassadors to achieve qualitative and quantitative goals and targets.
• Ensure ambassadors consistently adhere to Maison standards and tone of voice in all client interactions.
• Act as an escalation point for complex or sensitive client situations, providing expert resolution.
• Collect valuable feedback from customers to brands and accurately deliver brand information to customers.
• Track and monitor individual and team performance against key performance indicators (KPIs) and sales targets.
• Identify trends in customer satisfaction/dissatisfaction and sales insights, reporting findings to the CRC Manager.
• Escalate emergency system issues to the CRC Manager and report on potential system improvements.
• Ensure accurate processing of all required data/information in appropriate systems/tools, adhering to group data security policies.
• Follow company policies and procedures, representing the Group professionally.
• Identify recurring client issues or operational inefficiencies and propose process improvements to the CRC Manager.
• Collaborate with the Group’s existing Customer Service team for repairs and after-sales service requests.

Requirements

• Minimum 2-3 years of experience in a team leader or supervisory role within a luxury retail, customer experience, or contact centre environment.
• Proven ability to coach, motivate, and develop frontline teams to achieve performance targets.
• Strong operational understanding of multi-channel service environments (phone, email, chat, social media).
• Expertise in contact centre systems and tools (e.g., CRM, interaction management, telephony).
• Excellent communication, interpersonal, and problem-solving skills.
• High level of emotional intelligence and ability to manage challenging situations effectively.
• Organized, detail-oriented, and capable of managing competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Knowledge of quality monitoring tools and customer satisfaction strategies.

Skills

• Coaching
• Motivation
• Team development
• Operational understanding of multi-channel service environments (phone, email, chat, social media)
• Contact centre systems and tools (CRM, interaction management, telephony)
• Communication
• Interpersonal skills
• Problem-solving
• Emotional intelligence
• Managing challenging situations
• Organization
• Detail-orientation
• Managing competing priorities
• Microsoft Office Suite
• Quality monitoring tools
• Customer satisfaction strategies

Location

• Sydney Head Office
• Sydney

Experience Level

• Experienced
• Minimum 2-3 years of experience in a team leader or supervisory role

Benefits

• Opportunity to be part of a dynamic and diverse team.
• Chance to work collaboratively with creative and strategic minds, locally and globally.
• Opportunities within Cartier and the wider Richemont Group for career development.

About the Company

• Richemont is a world leader in the luxury sector, with Houses specializing in jewelry, watches, and high-end accessories.
• The company preserves the heritage and identity of each Maison while innovating and designing new products.
• Richemont encourages internal mobility and career development, fostering curiosity and ambition within its Maisons.