Client Relations Center & E-Commerce　(CRCE) L&D (Learning & Development) Assistant Manager

DIVISION Client Relations Center & E-Commerce (CRCE) L&D (Learning & Development)

JOB TITLE L&D Assistant Manager

REPORTING TO L&D Manager

LOCATION Richemont Japan（Tokyo）

About us:

Richemont Japan is seeking a dynamic and experienced Learning & Development Assistant Manager to join the Client Relations Center & E-commerce (CRCE) team.

CRCE is renowned for being a Digital Flagship Store; committed to client service, maximizing client loyalty/sales for 7 Watch Maisons through omnichannel.

The Learning & Development Assistant Manager will be a key member of the CRCE team and will be responsible for managing and enhancing the performance of the contact center agents through effective training programs that ensure they meet the established standards of each Watch Maison. The person in this role will actively drive training initiatives and generate phone sales revenue, which will contribute to the overall success of the organization.

Job Description/Key Responsibilities:

The L&D Assistant Manager is responsible for facilitating appropriate training to client service agents and improving their skills and sales performance. This involves collaborating with cross-functional teams and outside vendors to analyze training needs, create customized training plans, and implement diverse training methods that align with business strategies. The Assistant Manager is also responsible for maintaining training records, assessing the effectiveness of the training program through call audits, and staying up-to-date on training trends. They should also provide training results and feedback to the management with proposals for improvement. The Assistant Manager will manage/control budgeting, organize schedules, and provide necessary onboarding to new hires. This position involves managing the Net Promoter Score survey, analyzing the results, and creating a report. Additionally, the Assistant Manager will also be responsible for arranging CRCE events and Townhall as assigned.

Profile/Skills/Abilities:

• Business Exprerience:

The candidate will have 3+ years of experience in the Call Center and/or Luxury industry, ideally related to training and development.

(At least Basic knowledge of E-commerce/Call Center would be required.)

Knowledge of the Watch/Jewelry industry is a plus.

• Knowledge, Skills, and Abilities:

The candidate should be passionate about people development, and action-oriented, with strong time and process management skills. They should be able to multitask and meet deadlines, work independently, and also be willing to take direction when necessary. The candidate should have excellent interpersonal, presentation, negotiation, and influencing skills, enabling them to work effectively with cross-functional teams.

The candidate must also have strategic and analytical thinking backed up by a genuine customer-centric mind set, as by business objectives achievement’s constant concern.

Needs strong knowledge of Microsoft Office (Word, Excel, and PowerPoint & Zoom/TEAMS), with SalesForce experience being a plus. They should be fluent in Japanese and English (writing, reading and conversation).

What's on Offer

• Opportunities for professional development within a globally recognized luxury brand.
• Exposure to diverse and dynamic retail environments.
• Collaboration with a supportive team committed to service excellence.