.Don't miss the chance to be a part of one of the biggest Luxury Companies!MAIN PURPOSEThe Customer Service Director is responsible for the Customer Service activity in the Mexican platform. The scope of responsibilities extends to all the Group's Maisons that have delegated their customer service to this local shared service function.KEY RESPONSIBILITIESManagementParticipate in the management decision-making concerning:Responsible for planning, budget, and cost control of the customer service operations & implement corrective action if necessary.Definition and follow up of the Customer Service Level Targets established for the RCS Platform for: Leadtime, Service Level, Productivity, Quality, in agreement with LATAM Region.Calculation of the customer service cost allocation to the brands (freight, OPEX and CAPEX expenses).Provide relevant information to upper management for the formulation of improved customer service strategies.Active lead role on RCS Projects (Local and Regional), to ensure proper analysis, scope, implementation and management of initiatives for a successful implementation of RCS Main Projects.Participation in Business Maison Management reviews, assessing: RCS performance, KPI's indicator and operation improvements (data driven decisions).Coach and Manage RCS team:Supervision of the Administrative and Technical Teams, and preparation of their job description; ensure that each memberof the staff understand their Responsibilities, operational procedures, objectives, and priorities.Control and promote the professional growth of team members; assess training needs and plan their career evolution.Develop the efficiency of team's work relationships with internal and external partners (Boutiques and Business Partners).Define and communicate missions and objectives of all team members, clearly establishing priorities. Prepare and conduct performance appraisals for direct team members.Promote cross-function communication and work.Ensure the security and safety of the staff.Participation on the development of the efficiency of team's work relationships with internal partners, along with assessment on training needs (Administrative, SP Matching and Watchmaking teams).Customer ServiceOversee Repair Operation and SP Matching.Ensure the full compliance of the group and internal procedures and government regulations by the RCS Staff.Ensure the administrative processing of repairs (registration, estimate, invoice, etc.) in accordance with the client satisfaction goals (quality, turnaround and price), the brand's customer service policies, group standards and recommended best practices as well as repair lead times.Continuous improvement mindset on repairs operations.Assure the entry of data on the dedicated Repair Tracking Tool (SAP) according to the specific business rules.Ensure the communication of the customer service staff with the customers, business partners or internal boutique staff is appropriate, professional, and accurate