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About the Role

Richemont is seeking an experienced Team Leader for its Sydney Head Office Client Relations Centre (CRC). This role is responsible for the daily operations and performance of the CRC, ensuring service standards and sales objectives are met. The Team Leader will coach and support ambassadors to deliver exceptional client experiences across all communication channels.

Responsibilities

• Oversee the daily running of the CRC, ensuring smooth operations and balanced workload allocation.
• Act as the first point of contact for ambassadors, providing 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 ensure targets are met.
• Handle inbound and outbound customer contacts, acting as an escalation point for complex client situations.
• Ensure consistency in case management and client follow-up standards.
• Provide regular coaching and constructive feedback to ambassadors to enhance performance in service delivery, clienteling, and sales conversions.
• Conduct regular check-ins and 1:1 discussions to monitor progress and identify development areas.
• 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.
• Ensure ambassadors 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 customer feedback for brands and deliver brand information to customers.
• Track and monitor individual and team performance against 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 systems/tools, adhering to data security policies.
• Follow company policies and procedures, representing the Group professionally.
• Identify recurring client issues or operational inefficiencies and propose process improvements.
• Collaborate with the Group’s 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 Management
• Multi-channel Communication
• Contact Centre Systems
• CRM
• Interaction Management
• Telephony
• Communication
• Interpersonal Skills
• Problem-Solving
• Emotional Intelligence
• Organization
• Detail-Oriented
• Time Management
• Microsoft Office Suite
• Quality Monitoring
• Customer Satisfaction Strategies

Location

• Sydney Head Office

Work Type

• Full-time

Experience Level

• Team Leader
• Supervisory

Benefits

• Opportunities for development within Cartier and the wider Richemont Group.

About the Company

• Richemont is a global leader in the luxury sector, with Houses specializing in jewelry, watches, and high-end accessories.
• Richemont preserves the heritage and identity of its Maisons while innovating and designing new products.
• The company is committed to permanent creativity and upholding the values of its Houses.