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26 Nov
2021
Full-Time Client Service Boutique Manager, Bond St
Job Description
Cartier – Client Service Boutique Manager
How will you make an impact?
- Reporting to Boutique Manager to ensure implementation of boutique & market strategies, projects and delivery of CS global policies and processes at boutique level.
- Alongside Boutique Manager liaising with UK Client Experience Manager to monitor and understand the client experience through the Barometre identifying necessary actions to improve team performance and overall score
- Elevate the client service experience by driving the continued refinement and use of CS related Boutique Flows
- Maintain Customer Service KPIs in complaints, gratuities, lead-times, stock management, spare parts for Bond Street CS and update Boutique Management with trends, feedback, solutions as necessary.
- Demonstrate leadership to client services team in representing Maison objectives at Market and Boutique level
- Recruit, integrate and motivate the client service team: coach, train, conduct monthly catch up meetings and hold the annual reviews of the team in alignment with personal and Boutiques’ objectives
- Define and monitor with the boutique Manager, the qualitative and quantitative objectives of the client services team to reach the service level expectations
- Cultivate a culture of team agility, demonstrating a client-centric approach and recognising conversion opportunities
- Directly communicate with clients to identify solutions and resolve service issues.
- Foster individual accountability across department in complaint management as the first point of escalation before CS Manager and boutique management
- Enhance positive feedback culture within team to implement proactive client communications
- Demonstrate full understanding of product categories, collections and new product launches to ensure consistent knowledge of creations for both sales opportunities and service needs
- Work with Boutique Manager and other stakeholders to define the annual client services action plan at Boutique and Market level reporting
- Build monthly reports and ensure the follow up for the main indicators linked to aftersales service
- Ensure a strong relationship and collaboration with local repair platforms and in-store watchmakers regarding quality of service (delay management) and application of Cartier rules and policies
How will you experience success with us?
- Previous managerial experience in customer service environment
- Excellent communication skills, organised and efficient, with high attention to detail, numerate and articulate
- Experience in coaching/training/driving ‘service excellence’ programme
- Experience in watchmaking and jewellery desired
- Service and client-oriented, with commercial sense
- Experience in dealing with clientele versed in luxury retail expectations
- Confident team leader and decision maker, patient and persuasive
- Organised and efficient, with high attention to detail, numerate and articulate
- Ability to work under pressure, ability to work boutique hours
Your journey with us:
- Initial screening call with the Richemont Talent Team
- Interview with the Hiring Manager
- Interview with the HRBP
- Interview with the Retail Director
Learn More about life at Richemont and Cartier:
#cartier #richemont #revealtheexceptional
Learn more about life at Cartier
Richemont owns several of the world’s leading companies in the field of luxury goods, with particular strengths in
jewellery, watches and writing instruments. Cartier joined the Group in 1988.
Learn more about the Group Richemont
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