Montblanc Customer Service Manager

Mexico City • Mexico

Thursday, April 10, 2025

Montblanc, a prestigious name in the luxury goods sector, is renowned for its exquisite craftsmanship and timeless design. As part of the Richemont Group, Montblanc offers a dynamic and sophisticated work environment that values innovation, excellence, and the continuous development of its employees. The company is committed to delivering unparalleled customer experiences and upholding the highest standards of luxury service.

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

1. University degree or technical diploma.

1. Excellent command of Microsoft Office, SAP, Salesforce, and other customer service tools.
2. Proficiency in 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.

Montblanc offers a competitive benefits package, including opportunities for professional growth and development within the luxury sector.

Montblanc fosters a culture of excellence, innovation, and luxury. Employees are encouraged to develop their skills and contribute to the brand's legacy of exceptional service and craftsmanship. The work environment is collaborative, with a focus on continuous improvement and customer satisfaction.