Customer Service Manager - Omega

Job description

Job Purpose:

The purpose of this role is to drive the operational excellence of the OMEGA Customer Service (CS) operation, including administration, workshop, spare parts and all business-to-business (B2B) interaction (including OMEGA Boutiques).

Key Accountabilities:

Leadership/ People Management :

  • Lead of sizable team to develop and maintain a professional, proactive OMEGA CS Operations team with a ‘customer centric’ culture
  • Analyse training needs of OMEGA CS technical employees and pro-actively liaise with SG Technical Trainer to ensure technical training requirements of technical employees are met. Continuously review and enhance technical knowledge and skills of employees
  • Work closely with OMEGA HQ to review and optimise the technical workforce requirements to enhance productivity and quality as well as Brand Manager, Retail Manager and Boutique Managers develop and maintain high quality CS employees in OMEGA boutiques with a ‘customer centric’ culture

Strategy/ Planning 

  • Implement and manage ongoing the “LEAN” philosophy in all areas of the OMEGA CS operation as well as to support Brand Manager implementing required OMEGA CS strategies 
  • Identify and implement opportunities to enhance operational workflows 
  • Contribute to business planning and budgeting o Participate in strategic planning and projects related to OMEGA CS operations

Project Management 

  • Lead and proactively contribute to required SG CS key projects related to OMEGA CS Operations as well as to CS components of OMEGA Boutique projects

Organisation/ Policy/ Procedure 

  • Optimize OMEGA CS operations to improve workflow, productivity, quality, and cost-efficiency.
  • Develop and implement OMEGA HQ's policies, procedures, and guidelines to ensure optimal customer satisfaction.
  • Create local SOPs and WIs based on OMEGA HQ's technical guidelines.
  • Identify and coordinate OMEGA CS Operations' IT needs with the Brand Manager.
  • Ensure compliance with relevant international and local legislation.

KPI Management

  • Maintain required OMEGA CS reporting and analyse activities - on a daily, weekly, monthly and annual basis (TAT, quality, values, productivity)
  • Work closely with CFO on Monthly analysis of OMEGA CS PL
  • Ensure ongoing achievement of OMEGA CS Workshop and Spare Parts KPI’s in relation to TAT’s, productivity, quality and service warranty

B2B Network

  • Support and manage OMEGA CS B2B network including: 
  1. CS employees in OMEGA Boutiques 
  2. OMEGA SSPD partners 
  3. OMEGA Wholesale retailers
  • Ensure service standards in place in OMEGA Boutiques as per OMEGA HQ requirements 

Workshop 

  • Respect technical documentation of OMEGA HQ and ensure implementation of quality SG CS policies and procedures to meet those standards  
  • Continually improve OMEGA CS technical processes to improve service quality 
  • Consolidate and provide feedback on product quality utilizing OMEGA HQ defined processes

Spare Parts 

  • Responsible for OMEGA spare parts availability (as agreed in objectives) including procurement analysis and systematic weekly stock replenishment ordering as to ensure initial spare parts stock availability for new collection products

Profile

Requirement:

  • Minimum 5 years of experience in in a leading customer service role
    IT (SAP) experience, particularly in the preparation of team performance analysis
  • Proven leader displaying excellent communication & people management skills (‘straight forward’, ‘hands on’, ‘open/clear personality’).
  • Excellent people / change management skills, including demonstrated experience leading a diverse team of employees (direct and/or indirect).
  • Advanced project management skills. Project management qualification an advantage (e.g. Prince or similar).
  • Experience with agile project/manufacturing management systems (e.g. KANBAN, Scrum)
  • Good knowledge of Lean Management principles/philosophy
    Professional, proactive, decisive.