Crown Worldwide Group is a privately owned, global logistics company founded in 1965 and headquartered in Hong Kong. Committed to making it simpler to live, work and do business anywhere in the world. The Group manages a broad portfolio of complementary brands: Crown Workspace, Crown World Mobility, Crown Relocations, Crown Records Management, Crown Fine Art, Crown Logistics, and Crown Wine Cellars.
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We are hiring a Client Services Manager! Experience in Relocation/HHG Moving Industry is a MUST!

Location: Prague
Must be eligible to live and work in Czech Republic. Visa sponsorships will not be considered.

The role is designed to manage the team who deliver the converged mobility services to our private and corporate clientele, including transportation services, reporting directly to the Head of Client Services and Account Management. The focus of the role is on team management and the operational aspect of the service delivery as well as ensuring the operational use of Crown’s systems are consistent and maximised to benefit both Crown & our Clients.

Position Overview

Partner with Account Managers to ensure corporate account’s needs are met, requirements of assignees and profitability for Crown to ensure a long term, mutually satisfying, profitable corporate relationship.

In conjunction with the Account Managers, assure operational compliance with clients Master Services Agreements, KPI’s and SLA’s

Support Account Managers with escalations to ensure resolution; review root cause analysis and trends to put in place continuous improvement processes

Partner with Head of Client Services and Account Management to assure excellence in service delivery to all customers, maintain a pro-active communication and ensuring maximum quality ratings (KPI’s)

In conjunction with Head of Client Services and Account Management identify opportunities to improve & enhance processes

Ensure that all Mobility Advisors allocated to the engagement effectively administer services through an adherence to the procedures detailed within their process maps.

Discuss staffing needs. Manage holiday and sick leave to ensure adequate coverage of the team. Conduct regular coaching sessions and performance reviews for all account team members under your direct report, including feedback aimed to continuously improve employee performance.

Identify team training needs, liaise with internal and/or external trainers to develop and deliver and monitor training.

Ensure all Mobility Advisors assigned to the client engagement utilize and maintain employee files and systems updated as appropriate.

Lead the team of Mobility Advisors by motivating the team, foster an environment of commitment to customer service and continuous improvement and create a positive work environment to bring out the best in employee performance and minimize employee turnover.

Manage a fair workload, manage time well, volunteer for additional tasks where workload allows and show self-initiative to seek out additional value added assignments when other work is completed.

Manage commitments, work independently where appropriate, without need for constant supervision, are accountable, handle change, stay focused under pressure, and meet attendance/punctuality standards.

Work effectively in team environment, be flexible and open-minded, actively share information with other Crown staff members.

Perform other duties as directed by Crown. This may include assisting with other duties within the Branch in the event that staff is on leave, on holiday or otherwise indisposed.

Critical Competencies:
HHG and Corporate services background
Minimum 5 years’ experience managing a team

Accountability & Responsibility

Ability to work effectively under pressure

Self-Starting team player

Strong appreciation of business processes and challenges

Demonstrable Leadership and development of people experience and skills

Flexibility to adjust with changing business requirements

Commercial focus on profitability

Attention to detail and clear communication style

What we offer
Meal allowance worth CZK 75 per working day (fully covered by the employer and credited directly to salary)
3 sick days per year, 1 birthday leave per year
Medical Insurance
Pension plan contribution (applicable after probation period)
Multisport benefit card Fully covered by Crown (no employee contribution)
Teambuilding events, CSR activities (2 paid working days for Crown CSR events / year)
Refreshment in the office, fruit days
Professional development – variety of e-learning courses
Language courses: English/ German /French/ Spanish/Czech for Foreigners) after probation or Travel Allowance- you can choose one of these 2 options: (applicable after probation period

Company Values
At Crown we pride ourselves with the quality we deliver and values we stand by.
We are CARING about people and their experience
Always DETERMINED to do our best and to always keep improving
We are genuinely THERE when our customers and colleagues need us
We encourage the SHARING of knowledge amongst each other
We continuously remain OPEN-MINDED to stay innovative

Equal Employment Opportunity
Crown is an equal opportunities employer and welcomes applications from suitably qualified candidates eligible to live and work in the designated geographical region.
We are committed to diversity and to employee well-being, engagement and development.

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