Montblanc Customer Service Manager

Mexico City • Mexico

Wednesday, March 26, 2025

Montblanc, a distinguished name in the luxury goods sector, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Montblanc offers unparalleled opportunities for growth and development within a global network of prestigious brands. The company is committed to delivering exceptional experiences to its clientele, fostering a culture of excellence and innovation.

1. Develop and implement strategies in collaboration with the CRM department to ensure the highest level of customer satisfaction across key channels, including phone, email, live chat, and WhatsApp.
2. Ensure high volume coverage across all channels to meet SLA targets for calls, emails, and chats, minimizing missed opportunities.
3. Achieve the team's collective Net Promoter Score (NPS) target.
4. Identify and optimize opportunities for improvement across different contact channels.
5. Manage internal customer management tools to track inquiries and capture customer data, building an updated database for ongoing relationship development.
6. Increase customer data capture and retention rates.
7. Provide post-sale training to the team and ensure efficient handling and satisfactory resolution of all post-sale inquiries.
8. Meet or exceed monthly revenue targets for the Customer Service team by capturing sales prospects and focusing on conversion, including developing a robust customer contact and corporate gifting program.
9. Increase total CRC revenue through phone sales, corporate gifts, and other sales opportunities.
10. Lead weekly performance evaluations and development of teams based on individual KPIs, ensuring proper staff scheduling and integration.
11. Define training sessions to enhance product and brand competence, achieving incentive-based goals.
12. Oversee the technical and operational roadmap for the team, ensuring clear processes, efficient systems and tools, and identifying new systems for digitalization and automation.
13. Report monthly on operational challenges and opportunities to regional and local teams.
14. Deliver an annual operational plan focused on new initiatives based on current CRC performance and industry trends.

1. University degree or technical diploma.

1. Proficiency in Microsoft Office, SAP, Salesforce, and other customer service tools.
2. Mastery of multiple communication channels: phone, email, live chat, and WhatsApp.
3. Experience in creating processes and workflows in a similar environment.
4. Fluent in English, both verbal and written.
5. Strong communication and presentation skills.

Over 5 years of experience in the luxury retail industry or a related service industry, with an understanding of the luxury culture and customer service in Mexico. Experience leading Customer Service teams is a plus. Experience with the Brazilian market is a plus.

University degree or technical diploma.

Competitive benefits package including opportunities for professional growth within the Richemont Group.

Montblanc fosters a dynamic and inclusive workplace culture, emphasizing innovation, excellence, and a commitment to customer satisfaction. Employees are encouraged to develop their skills and contribute to the brand's legacy of luxury and craftsmanship.