Terry Evans Email & Phone Number

United States

Lead the team to provide exceptional experiences for all clients by achieving or exceeding goals (KPI’s, Sales, and all other). Play a pivotal role motivating the team to cultivate each client encounter. Share the rich history of our High Jewelry Maison, while promoting exceptional know-how in an enchanting and creative environment!KEY RESPONSIBILITIES• Manage and uplift the Client Relations team • Monitor daily communications with clients, including email, chat, and phone… Show more Lead the team to provide exceptional experiences for all clients by achieving or exceeding goals (KPI’s, Sales, and all other). Play a pivotal role motivating the team to cultivate each client encounter. Share the rich history of our High Jewelry Maison, while promoting exceptional know-how in an enchanting and creative environment!KEY RESPONSIBILITIES• Manage and uplift the Client Relations team • Monitor daily communications with clients, including email, chat, and phone calls.• Manage scheduling, payroll, and daily assistance with system-related issues.• Instill “One Network” retail vision by providing seamless, consistent, and complementary service to the brick & mortar network• Cultivate a service centric and client experience focused team delivering best in class service.• Actively cultivate Team’s quality KPI’s measured through Ambition.• Conduct daily/monthly BI reporting to monitor CRC SLAs, progress towards sales objectives, and • Engage the Ambassador team in ongoing coaching in line with the Maison’s service and experience focused strategy with enhanced client discovery through the selling ceremony and achieve service and sales KPIs.• Oversee daily order flow and fulfillment, liaising with Supply Chain and the Distribution Center as needed.• Ensure follow up and follow through on all web inquiries & NDSK orders.• Manage local CRM activities and the e-Boutique clienteling budget.• Lead Salesforce project.• Assist with market-based digital testing upon HQ request.• Liaise with senior Richemont leadership on local matters. Show less

KEY RESPONSIBILITIES• Upholds the ideals of the Cartier with a clear understanding of luxury service, exceptional experiences, and ensuring the delivery of the best Client Care possible through the Cartier Client Relations Center.• Strong knowledge of Cartier, collections, their care instructions and service schedules, gems stones, the anatomy of a timepiece, and Cartier history and romance.• Motivate, educate, support, inspire all CRC staff in partnership with your Assistant… Show more KEY RESPONSIBILITIES• Upholds the ideals of the Cartier with a clear understanding of luxury service, exceptional experiences, and ensuring the delivery of the best Client Care possible through the Cartier Client Relations Center.• Strong knowledge of Cartier, collections, their care instructions and service schedules, gems stones, the anatomy of a timepiece, and Cartier history and romance.• Motivate, educate, support, inspire all CRC staff in partnership with your Assistant Managers with Maison knowledge, local/global competitive landscape, and industry news. Communicate strategic brand initiatives by regularly conducting team meetings. Ensuring that staff is aware of Maison strategies and knowledge, boutique targets, client experience best practices, local/global competitive landscape• Identify training and coaching opportunities for the entire team. Partner with Client Experience management, CRC Assistant Managers, and corporate partners (Retail Coaches and L&D) in order to elaborate and implement the coaching and training plan• Form a close business bond with and develop the CRC Assistant Managers. This includes but, is not limited to formalizing all PMP’s, Mid-years, regular touch bases and on the spot coaching as well as ensuring they all have a development plan for their direct reports.• Work towards a strong 2nd tier leadership who can manage the day to day, successful career pathing, a solid succession plan (Actively recruit and maintain talent pipeline). Show less

Dallas/Fort Worth Area

To effectively support the facility and team the Cartier Client Relations Center Assistant Manager will oversee day-to-day operations to ensure quality and service level agreement guidelines, under the direction of the Cartier Client Relations Center manager.KEY RESPONSIBILITIES• Ensure maximum customer satisfaction through the Contact Center channel.• Allocation of daily tasks among team members to account for workload and skill levels• Coach team ambassadors in… Show more To effectively support the facility and team the Cartier Client Relations Center Assistant Manager will oversee day-to-day operations to ensure quality and service level agreement guidelines, under the direction of the Cartier Client Relations Center manager.KEY RESPONSIBILITIES• Ensure maximum customer satisfaction through the Contact Center channel.• Allocation of daily tasks among team members to account for workload and skill levels• Coach team ambassadors in performance (in collaboration with Manager)• Assist the advisors in realizing the e-Boutique sales and KPI objectives• Have a deep knowledge of Cartier products, tools, services and procedures• Lead on client contacts which must be escalated• Monitor the quality of calls, e-mails, and contacts records• Work closely with the Manager to define training needs and opportunities• Support reporting team activity• Helps to maintain all informational tools (OneWiki, procedures guides, catalog & price lists, escalation contacts, etc.)• Key-holder for contact center facility with opening/closing responsibilities Show less

Dallas/Fort Worth Area

Within the Cartier Client Relations Center team, the Team Leader is a brand expert and mentor to team ambassadors. He/she participates in the daily organization of tasks. He/she closely monitors the quality of service provided by the advisors to ensure that it is in line with the defined KPIs and is a first line of escalation for team questions about brand inquires. He/she supports phone/web inquiries/sales. He/she helps to identify training opportunities in close collaboration with the… Show more Within the Cartier Client Relations Center team, the Team Leader is a brand expert and mentor to team ambassadors. He/she participates in the daily organization of tasks. He/she closely monitors the quality of service provided by the advisors to ensure that it is in line with the defined KPIs and is a first line of escalation for team questions about brand inquires. He/she supports phone/web inquiries/sales. He/she helps to identify training opportunities in close collaboration with the manager and supports all required action plans to meet the objectives. KEY RESPONSIBILITIES• Helps to ensure daily tasks are allocated appropriately within the team to account for workload and skill levels• Coach team ambassadors in performance & systems use (in collaboration with CRC management)• Assist the advisors in realizing the e-Boutique sales and KPI objectives• Have a deep knowledge of Cartier products, tools, services, procedures & IT programs• Lead on contacts which must be escalated• Monitor the quality of calls, e-mails, and contacts records• Work closely with the CRC manager & trainer to define training needs Show less

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Greater New Orleans Area

Bachelor'S Degree, Business/Commerce, General

Associate Of Science (A.S.)

Education record