OMEGA SA
Omega Luxury Timepieces - Customer Care Manager - 5th Avenue
OMEGA SA, New York, New York, us, 10261
Omega Luxury Timepieces - Customer Care Manager - 5th Avenue
The Customer Care 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.
Overview Role: Customer Care Manager at Omega Luxury Timepieces, 5th Avenue, New York, NY. Reporting line and details as per store leadership structure.
Responsibilities
Management
Operate the service department as a business, focusing on growing the business, comparing to last year, and meeting budget. Build the department to 15-20% of the Boutique’s yearly business.
Daily monitoring of service flow (incoming, outgoing) and delays. Ensure correct execution of all customer service steps and provide status updates to customers when applicable.
Measure and report weekly/monthly sales and successes for the department.
Responsible for the department’s KPI report and complete inventory.
Identify and manage inventory of popular after-sales products for CS and Sales; manage yearly shrink and accessories, loaner timepieces, and spare parts; lead in preparation and reconciliation of accessories inventory.
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 and quantitative reviews (monthly, quarterly, annually).
Coach team to maximize efficiency and sustain consistency across the team.
Customer Service
Create exceptional customer experiences and hold the team to elevated luxury service standards.
Organization and processes to ensure proper information, service timelines, and follow-up.
Ownership of situations with proactive de-escalation of customer issues; provide secondary level resolutions to escalated concerns.
When applicable, provide resolutions to escalated customer concerns and work with Boutique Director to deescalate issues.
Professional Requirements
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
Rate of Pay: $30 - $36 per hour + Commission
Benefits Program The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.
Excellent health, dental and vision insurance (employee and dependents eligible 1st of the month following 30 days; generous employer contribution)
Immediate participation in 401(k) with 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
Company-paid life insurance and Long Term Disability
18 PTO days per year, 23 PTO after 5 years
7 days per year extended paid time for medical, parental and military leave
Holiday pay
Voluntary FSA, STD, Accident/Hospital Indemnity insurance
Employee product discount
Transitchek Program – up to $270 pre-tax per month
Internal transfer and growth potential
$500 Employee Referral Bonuses
Free parking (if applicable)
Job Location: 5th Avenue 711, New York, NY 10022, United States
Company Address: The Swatch Group (U.S.) Inc. 800 Waterford Way Suite 1000 Miami, FL 33126 USA
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Retail Luxury Goods and Jewelry
Industries: Retail, Luxury Goods and Jewelry
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Overview Role: Customer Care Manager at Omega Luxury Timepieces, 5th Avenue, New York, NY. Reporting line and details as per store leadership structure.
Responsibilities
Management
Operate the service department as a business, focusing on growing the business, comparing to last year, and meeting budget. Build the department to 15-20% of the Boutique’s yearly business.
Daily monitoring of service flow (incoming, outgoing) and delays. Ensure correct execution of all customer service steps and provide status updates to customers when applicable.
Measure and report weekly/monthly sales and successes for the department.
Responsible for the department’s KPI report and complete inventory.
Identify and manage inventory of popular after-sales products for CS and Sales; manage yearly shrink and accessories, loaner timepieces, and spare parts; lead in preparation and reconciliation of accessories inventory.
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 and quantitative reviews (monthly, quarterly, annually).
Coach team to maximize efficiency and sustain consistency across the team.
Customer Service
Create exceptional customer experiences and hold the team to elevated luxury service standards.
Organization and processes to ensure proper information, service timelines, and follow-up.
Ownership of situations with proactive de-escalation of customer issues; provide secondary level resolutions to escalated concerns.
When applicable, provide resolutions to escalated customer concerns and work with Boutique Director to deescalate issues.
Professional Requirements
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
Rate of Pay: $30 - $36 per hour + Commission
Benefits Program The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.
Excellent health, dental and vision insurance (employee and dependents eligible 1st of the month following 30 days; generous employer contribution)
Immediate participation in 401(k) with 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
Company-paid life insurance and Long Term Disability
18 PTO days per year, 23 PTO after 5 years
7 days per year extended paid time for medical, parental and military leave
Holiday pay
Voluntary FSA, STD, Accident/Hospital Indemnity insurance
Employee product discount
Transitchek Program – up to $270 pre-tax per month
Internal transfer and growth potential
$500 Employee Referral Bonuses
Free parking (if applicable)
Job Location: 5th Avenue 711, New York, NY 10022, United States
Company Address: The Swatch Group (U.S.) Inc. 800 Waterford Way Suite 1000 Miami, FL 33126 USA
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Retail Luxury Goods and Jewelry
Industries: Retail, Luxury Goods and Jewelry
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