Enquirus Operations Project Manager
Enquirus Operations Project Manager
“Tackling watch and jewellery crime”
CONTEXT
What is Enquirus? www.enquirus.com
Enquirus is the largest free lost and stolen watch and jewellery database in the world, a global, secure platform to protect and store information about your watches and jewellery.
What does it do? Enquirus allows users to:
- Register and securely store essential watch and jewellery documents
- Report stolen watches and jewellery products
- Search and check if a product is stolen
Enquirus creates a community of law enforcement bodies, manufacturers, retailers, insurers, and owners and enables them to upload, search, and share critical information about lost and stolen items thus helping tackle watch and jewellery theft.
HOW WILL YOU MAKE AN IMPACT?
The Operations Manager for Enquirus is responsible for the overall management of the Client Relation Centre (CRC), ensuring efficient and effective daily operations, and maintaining high levels of client satisfaction. This role encompasses training, monitoring, and reporting on CRC activities, as well as scoping and implementing best practice processes.The Operations Manager will also serve as a key liaison with business clients, managing new requests that come through the platform. Additionally, they will provide secondary support to the Communications Manager for events, internal and external media, and print collateral, working collaboratively as a team.
- Client Relation Centre (CRC) Management
- Oversee all daily activities of the CRC, ensuring smooth and efficient operations
- Develop and implement training programs for CRC staff to ensure they have the knowledge and skills to effectively support Enquirus users
- Monitor CRC performance, track key metrics, and generate regular reports on CRC activities and performance
- Best Practice Development
- Scope and implement best practice processes that benefit the CRC and Enquirus users (business or individuals) to improve efficiency, accuracy, and client satisfaction
- Client Liaison
- Serve as the primary point of contact for business clients, addressing their inquiries and resolving any issues
- Manage new requests that come through the Enquirus platform, ensuring they are handled promptly and effectively
- Build and maintain strong relationships with key business clients
- Support to Communications Project Manager
- Provide secondary support to the Communications Manager for events, including planning, logistics, and execution
- Assist, when necessary, with the development and distribution of internal and external media, including press releases, articles, and social media content
- Support the creation and production of print collateral, such as brochures, flyers, and presentations, by sharing learnings and knowledge from Client and CRC interactions
- Collaboration and Communication
- Work closely with the Product Owner, development team, and other stakeholders to ensure alignment and effective communication
- Collaborate with the Communications Manager to ensure a consistent brand message and positive user experience
- Foster a positive and collaborative team environment
- 7-10 years experience
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
- Ability to prioritize and manage multiple tasks
- Strong problem-solving skills
- MS Office and a high level of Excel knowledge
- Experience with Contact Centre related tools such as SalesForce and reporting tools
- Proven experience in managing a client service or operations center and/or team
- Knowledge of the luxury goods market, ideally with some knowledge of the watch and jewellery industry, is a plus
- Experience in event planning and marketing communications is a plus
- Ability to work independently and as part of a team
- Excellent written and spoken communication skills in English and other languages are a plus
The Enquirus team operates as a cohesive unit, collaborating with both internal colleagues and external partners to enhance the scope and advantages of Enquirus for the entire industry. We prioritize solidarity, collegiality, loyalty, and autonomy, while simultaneously promoting empathy, courage, curiosity, humility, and integrity.
WHAT MAKES OUR GROUP DIFFERENT?Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.
- We value freedom, collegiality, loyalty, and solidarity.
- We foster empathy, curiosity, courage, humility, and integrity.
- We care for the world we live in.
- If your application is selected, our Talent Acquisition Partner will reach out to you shortly for an introductory call.
- As a next step, you will have interviews with the Transformation Office Senior Project Manager, and any relevant internal stakeholder. Also, you will have a final interview with our HR Business Partner.