We are looking for an experienced team manager to join our UK aftersales team based in Worsley, Manchester.
At TAG Heuer and as a member of LVMH Watches & Jewellery division, you will have the opportunity to work with some the most iconic luxury timepieces in the world and play a key role in crafting an unforgettable experience for our clients. You will have access to exclusive training and development opportunities to empower you and feed a curiosity and growth mindset.
You’ll support the department in providing an efficient and high standard UK after-sales service which appropriately reflects brand values and results in high customer satisfaction and brand loyalty.
MAIN MISSIONS:
/ Day to day management and development of the TAG Heuer Estimation Team
/ Offers a customer focused, knowledgeable aftersales administrative service to TAG Heuer traditional watch clients, trade partners, FSS, internal teams and head office
/ Takes appropriate action to resolve and support any administrative enquiries
/ Builds strong communication channels with internal teams
Job Responsibilities
A TAG HEUER CARE TEAM MANAGER IS:
… AN ESTIMATOR
/ Assess complex repair queries to determine a positive outcome in line with brand values
/ Use various aftersales systems to handle client enquiries.
/ Provide technical advice and support to clients requests. Seek advice of technical team where required
/ Provide an exceptional client experience through accurate data input and product knowledge to ensure that the repair information offered is clear and precise
/ Offer clients a positive and proactive service ensuring issues are solved efficiently and in line with brand values
/Handle client dissatisfaction and escalations in a caring and reassuring manner in line with brand guidelines
/ Work to a standard of excellence, meeting determined deadlines
/ Identify potential issues and raise with team members where required
… AN ORGANISER
/ Effectively liaise with internal teams to ensure the best possible outcome for the customer
/ Maintain accurate records to ensure any client interactions are updated in our systems.
/ Effectively use internal systems and resources to inform, support and manage client interactions
/ Monitor inbound post and assess team workloads
… A TAG HEUER AMBASSADOR
/ Ensure an outstanding service is offered to all clients
/ Build effective relationships with trade partners to support achievement of sales targets and aftersales service
/ Embody TAG Heuer’s brand values and act as a passionate Brand Ambassador
/ Actively develop in-depth brand knowledge, completing trainings and building effective support network
/ Stay updated on watch industry
… A TEAM LEADER
/ Monitor team performance to ensure that all client watch repairs are handled in line with brand values and estimates delivered within the SLA’s
/ Delegate tasks within the Estimation team and assign priorities in accordance with deadlines and targets
/ Identify training and development opportunities for new and existing members of the Care team. Put action plans in place and provide support and assistance to other team members
/ Coach and develop team members to assist them in fulfilling their potential
/ Complete trainings with enthusiasm and embrace development for yourself and the wider department
/ Day to day team people management whilst supporting and adhering to HR policy and procedures
/ Implement and deliver any TAG Heuer aftersales policies
/ Point of contact in UK for any estimation enquiries
/ Key User for Salesforce and ProConcept (Internal systems)
/ Support other roles and tasks within the team as required
/ Be an active member of Customer Service Management Team and support Manager
Profile
/ Customer service team leader experience, ideally within a luxury or technical field / Ability to manage, support and develop both team members and team processes / Able to develop and maintain in-depth technical product knowledge and offer clients and contacts with enthusiastic and expert product knowledge / Excellent interpersonal and communication skills over email, phone and in person / Problem solving skills and commitment to producing results / Able to work well under pressure and manage client’s expectations with empathy and care / Effectively lead by example and support development of, and collaboration with, Care team and key contacts / Confident PC user with ability to use various systems to manage and maintain accurate records and produce analytical reports / Client-centric mindset, focused on maintaining and building client and retailer relationships / Organised and driven to complete tasks within appropriate timeframes
Additional Information
We encourage people of all backgrounds and abilities to apply. TAG Heuer is committed to equal opportunities, we foster and embrace diversity and inclusion within our teams.
LVMH offer and support a variety of Employee Resource Groups including but not limited to: EllesVMH (community for empowering women), LVMHPride (community for inclusivity and awareness for our LGBTQ employees), LEAD (community for empowerment and inclusivity for LVMH Employees of African Descent). We promote and encourage building a community within your workplace, and with that a safe space for all.
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