Client Relations Team Leader

About the role

The Client Relations Team Leader will oversee a team of Ambassadors within a global luxury holding's Client Relations Centre. Acting as the primary point of contact for ambassadors, the leader ensures service quality aligns with defined KPIs and supports the Head of the Centre in meeting customer needs.

Key responsibilities

• Manage daily operations of the Client Relations Centre, supervising inbound and outbound interactions via phone, email, live chat and social media.
• Coach and develop ambassadors, creating action plans to achieve service and sales targets.
• Facilitate online and phone sales to meet set objectives.
• Escalate complex cases and system emergencies, providing feedback for improvements.
• Collect and relay customer feedback to jewellery and watch brands, and report trends in satisfaction and sales insights.
• Ensure accurate data processing in compliance with group data security policies.
• Collaborate with the broader Customer Service team on repairs and after‑sales requests.

Required profile

• Proven experience in call‑center or customer‑service management, preferably in retail or e‑commerce.
• Strong understanding of contact‑center management tools and CRM systems.
• Ability to monitor quality, analyse performance data and implement improvement actions.
• Excellent communication skills and a professional representation of the brand.

Required skills

• Salesforce (or similar CRM) proficiency.
• Experience with contact‑center management tools (interaction management, telephony, social‑media platforms).
• Familiarity with quality‑monitoring tools.