E-commerce CRC Team Manager

About the role

As an E‑commerce CRC Team Manager you will lead a team of five CRC associates together with the CRC Manager, driving a customer‑centric culture and continuous improvement across Hermès’ online channels. Based in the United Arab Emirates, you will act as an ambassador for Hermès, ensuring the highest level of satisfaction for end‑customers while collaborating closely with retail, operations and e‑merchandising teams.

Key responsibilities

• Lead, coach and develop the CRC team, conduct regular performance evaluations and handle HR‑related functions.
• Monitor KPIs, analyse customer feedback and implement action plans to improve service quality.
• Maintain strong relationships with key customers, identify upselling opportunities and ensure compliance with company processes.
• Coordinate daily briefings, training programmes and contingency plans for critical situations such as product recalls.
• Collaborate with cross‑functional departments (Retail, HR, Operations, Merchandising, Communications) to deliver a seamless customer experience.

Required profile

• Minimum 3 years proven management experience in a customer‑service environment.
• Strong leadership presence, resilience and the ability to prioritize in a fast‑paced setting.
• Excellent organizational skills, reliable and able to multitask across competing priorities.
• Business‑oriented mindset with a proactive, solution‑driven approach.

Required skills

• Proficiency with ADP for workforce management.
• Advanced Excel skills for planning, reporting and vacation validation.
• Experience with customer‑service technologies and tools.
• Ability to collaborate across departments and drive continuous improvement.