Department: Client Care

Position: Client Care Manager, SEAO

Reporting To: Client Care Manager, Asia Pacific

Market Coverage: Singapore, Australia, and Malaysia

Roles and Responsibilities

Lead the Client Care Centre Network:

• Direct and optimise regional operations, fostering leadership and team growth while ensuring adaptability to market changes.

• Manage outsourced networks with a focus on performance, ensuring they adhere to high standards and contribute to service advancements.

• Streamline repair demand with workshop capacity for maximum efficiency and resource utilisation.

Exceptional Service Delivery:

• Ensuring an exemplary service experience that consistently surpasses client expectations, thereby deepening brand loyalty with each interaction.

• Uphold RIMOWA's ethos into every client interaction, using feedback to drive HQ-informed service improvements.

• Analysing customer data to recommend benchmarks that elevate satisfaction across the region.

Retail Collaboration and Relationship Management:

• Establishing and maintaining close collaborative ties with retail store managers to ensure that the client service ethos is consistently executed across all customer touchpoints.

• Engaging in regular dialogues and strategy sessions with store management to identify areas for joint improvement and to synchronize efforts that enhance overall customer satisfaction.

• Acting as a conduit between the retail environment and client care centres, facilitating open communication channels and fostering a unified approach in addressing client needs.

Productivity Monitoring & Enhancement:

• Track performance indicators and address gaps promptly; promote a culture that prioritises operational enhancement.

• Oversee recruitment and training processes for top-tier service continuity alongside predictive staffing strategies.

• Review professional development against company goals, advocating growth aligned with global directives.

Spare Parts Inventory Management

• Achieve precision in stock management by balancing availability with cost-effectiveness; liaise with HQ for seamless fulfilment operations.

• Propose inventory management upgrades for improvements within the global framework.

• Suggest forecasting refinements based on repair data analysis to minimise surplus while meeting service needs.

Monitor Costs & Optimise Revenue from Repairs:

• Conduct cost reviews per market for optimisation opportunities that preserve or enhance service quality.

• Uphold strict warranty policy compliance via audits, aligning budgets meticulously with strategic objectives.

• Seek innovative cost-saving measures that support an exceptional customer experience and positive workplace culture.

Community, Project & Development Initiatives:

• Identify sector growth opportunities; trial new initiatives that could be scaled regionally pending success.

• Foster knowledge sharing within the network to boost collective intelligence and best practices across the region.

• Align project management with global strategy to ensure swift response to industry trends or potential disruptions.