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HOW WILL YOU MAKE AN IMPACT?
Act as an ambassador of excellence in Service, supervising the after-sales services in the boutique: CS team, and clients’ complaints. The CS supervisor must demonstrate a high level of experience and practical application of the Brand policies and procedures. They are responsible for supervising the CS practices to ensure the satisfaction and loyalty of the client as well as drive the team’s performance and development.
WHAT WILL BE YOUR MISSION?
Operational Excellence in Care Service
- Maintain a high level of service in the showroom
- Ensure that brand policies are consistently applied
- Registering and collection of clients repairs
- Monitor the Care Service communication in the boutique; ensure all client enquiries taken in person or by telephone are dealt with efficiently and effectively, and followed through to complete client satisfaction
- Monitor and follow-up client complaints: optimize the CS commercial claim management (boutique organization, meeting customers, answering letters/emails…)
- Supporting Client Service Associates to find and guide solutions to client issues
- Optimize and improve daily organization of the team and floor to reduce waiting time instore and remotely
Client Service Team Management
- Supervise the CS team of the boutique: coaching, training, animation, support the CS Manager in performance reviews of Client Service associates and admin team
- Understand, contribute to and deliver objectives set by the Boutique Manager and Client Service Manager
- Monitor the qualitative and quantitative CS objectives of the boutique to achieve the service level expectations through Monthly catch-up meetings
- Monitor the CS team monthly budgets/targets
- Apply and follow the Cartier Care Service fundamentals and encourage this approach within the CS team
- Animate the commercial life of the CS department and motivate teams: increase performance, identify training needs
- Liaise with the Management in order to constantly improve our service to clients
Piloting CS Activity for the Boutique
- Be proficient in Cartier operations systems and ensure that the CS team is fully trained and competent
- Define with the Boutique CS Manager an action plan to improve processes and ensure complaints are minimized
- Ensure correct invoicing codes are used, and gratuities are kept to a minimum.
- Ensure client satisfaction in boutique, delay, return unrepaired, guarantee, turnover, discount & gratuities, performances meet targets
Platform Relationship Management
- Build and ensure a strong relationship and collaboration with our service platforms and other partners regarding quality of service (delay) and application of Cartier rules and policies
- Liaise with technical staff to ensure smooth running of CS procedures
- Control of lead-times ensuring invoicing is kept up to date
- Organising the special strap orders with merchandising
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Excellent verbal and written communication skills (second language appreciated)
- Strong interpersonal skills
- Ability to prioritise in a high traffic environment and work under pressure
- Experience dealing with a sophisticated clientele, immaculate personal presentation, numerate and articulate, polite and patient with excellent attention to detail.
- Strong solution-driver, client-focused
- Reliable and flexible
- Good knowledge of MS Office and SAP
- Fluent English (additional languages are a plus)
- Experience in management/leadership (preferably within the watch/jewellery space)
WHAT DO WE OFFER?
At Cartier, we are proud to employ talents from diverse backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
WHO ARE WE?
As a place where singularity thrives together, we value the uniqueness of our people, and we see the results of what we do because we are on the journey together. We recognize the richness diversity brings and we embrace a workplace where those differences can be leveraged.
We offer exciting opportunities to gain experience professionally and personally in a supportive environment which in turn inspires the Cartier creations that become icons in the world of luxury.
We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
Quite simply, Cartier is a place like no other. Welcome to our Maison!
Your Journey With Us
We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
- Initial screening call with Richemont Talent Team
- Interview with the Hiring Manager
- Interview with the HR Manager
