{"id":2848058,"url":"https://alion.io/job/richemont-client-relations-centre-team-leader","title":"Client Relations Centre Team Leader","company":{"id":1791761,"name":"Richemont","domain":"richemont.com","url":"https://alion.io/company/richemont","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":138,"ghost_share":0,"stale_share":0.993,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":92000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":40},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"PyTorch","optional":true}],"status":"live","first_seen_at":"2026-07-27T00:00:00Z","employer_posted_date":"2026-07-27","last_verified_at":"2026-10-21T21:38:58Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories.Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them.At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.\nBe a part of our Team!\nWe are looking for an experienced Team Leader to join us in our Sydney Head Office. Reporting to the Client Relations Centre Manager, the Client Relations Centre Team Leader is responsible for the daily running and management of the Client Relations Centre (CRC) based in Sydney.\nThe CRC Team Leader is responsible for the effective daily operation and performance of the Client Relations Centre, ensuring the achievement of service standards and sales objectives. This role serves as the primary point of contact and expert for ambassadors, providing direct coaching, guidance, and support to foster a high-performing team and deliver exceptional client experiences across all communication channels (phone, email, live chat, and social media).\nIf you have a passion for creating luxury and enjoy working within a dynamic and inclusive team, we welcome you to apply now!\nHOW WILL YOU MAKE AN IMPACT?\nDaily Operational Management:\nOversee the daily running of the CRC, ensuring smooth operations and balanced workload allocation among ambassadors.\nAct as the first point of contact for ambassadors, providing immediate support and guidance on systems, processes, and procedures.\nMonitor service levels (SLA), backlog, and sales objectives, taking immediate action to address any deviations or operational challenges.\nFacilitate online and phone sales activities to ensure daily and weekly targets are met.\nHandle inbound and outbound customer contacts, including acting as a next-level escalation point for complex or sensitive client situations.\nEnsure consistency in case management and client follow-up standards across the team.\nAmbassador Coaching & Development:\nProvide regular, direct coaching and constructive feedback to individual ambassadors to enhance their performance in service delivery, clienteling, and sales conversions.\nConduct regular check-ins and 1:1 discussions to monitor progress, identify development areas, and create actionable plans for improvement.\nCollaborate with trainers to define and implement specific training needs for ambassadors, ensuring continuous skill development and adherence to Maison standards.\nSupport the onboarding process for new ambassadors, ensuring a smooth integration into the team and a rapid understanding of operational procedures.\nMotivate and supervise ambassadors effectively to achieve both qualitative and quantitative goals and targets.\nClient Experience & Escalation:\nEnsure ambassadors consistently adhere to Maison standards and tone of voice in all client interactions.\nAct as an escalation point for complex or sensitive client situations, providing expert resolution and guidance to ambassadors.\nCollect valuable feedback from customers to brands and accurately deliver brand information to customers.\nPerformance Monitoring & Reporting:\nTrack and monitor individual and team performance against key performance indicators (KPIs) and sales targets through regular check-ins and data analysis.\nIdentify trends in customer satisfaction/dissatisfaction and sales insights, reporting immediate findings to the CRC Manager.\nEscalate emergency system issues to the CRC Manager in a timely manner and report on potential system improvements.\nProcess Adherence & Improvement:\nEnsure accurate processing of all required data/information in appropriate systems/tools, adhering strictly to group data security policies.\nFollow company policies and procedures, representing the Group in a professional image at all times.\nIdentify recurring client issues or operational inefficiencies and propose immediate process improvements to the CRC Manager.\nCollaborate with the Group’s existing Customer Service team for repairs and after-sales service requests.\nHOW WILL YOU EXPERIENCE SUCCESS WITH US?\nWe believe in shared success and understanding that with your actions you elevate your team and the Maison.\nTo contribute to team success, you will have:\nMinimum 2-3 years of experience in a team leader or supervisory role within a luxury retail, customer experience, or contact centre environment.\nProven ability to coach, motivate, and develop frontline teams to achieve performance targets.\nStrong operational understanding of multi-channel service environments (phone, email, chat, social media).\nExpertise in contact centre systems and tools (e.g., CRM, interaction management, telephony).\nExcellent communication, interpersonal, and problem-solving skills.\nHigh level of emotional intelligence and ability to manage challenging situations effectively.\nOrganized, detail-oriented, and capable of managing competing priorities in a fast-paced environment.\nProficiency in Microsoft Office Suite.\nKnowledge of quality monitoring tools and customer satisfaction strategies.\nHOW DO WE KEEP YOU SMILING:\nA great opportunity to be a part of a dynamic and diverse team\nThe chance to work collaboratively with an array of creative and strategic minds, both locally and globally\nWe offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level.\nYOUR JOURNEY WITH US:\nAfter being shortlisted, we will book in a conversation with our Talent Acquisition team to get to know you whilst sharing details on the role, team and Maison\nIf you are successfully shortlisted you will be invited to attend a face to face interview with our Client Relations Centre Manager and Head of HR to discuss the role and your expertise in more depth. In return, we will also share insights on our team dynamics and our company culture.\nFinally, you will then have the opportunity to meet our Commercial Director who can share our overall vision and plans for the future for the Maison in Australia\nIf your interviews are successful, you will commence your journey with the team after all required pre-employment screenings (including police checks) have been successfully completed.\nIgnite your passion for luxury and make a meaningful impact at Cartier - apply now!\n#Richemont #WeCraftTheFuture","description_format":"text","description_chars":6476,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Jewelry","Watches","Luxury Goods & Designer Brands"],"lifecycle":[{"event":"open","at":"2026-10-19T12:06:00Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.184,"p_room":0.28,"age_days":86,"expected_fill_days":8,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/richemont-client-relations-centre-team-leader","json_url":"https://alion.io/job/richemont-client-relations-centre-team-leader.json","meta":{"generated_at":"2026-10-21T22:14:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31627,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1791761},"rest":"https://alion.io/mcp/rest/get_company?id=1791761"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frichemont-client-relations-centre-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frichemont-client-relations-centre-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frichemont-client-relations-centre-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/richemont-client-relations-centre-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frichemont-client-relations-centre-team-leader"}]}