Regional Senior Client Services Manager
- Oversee and define the market strategy, adapting the CS global policy and the service management to local specificities.
- Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.).
- Define & manage the Client Service process and procedures.
- Plan, lead, and implement projects and services to improve repair service flow and process from according to Cartier standards.
- Lead and coordinate Cartier-specific CS topics.
- Propose and participate in all project development regarding Services in the region.
- Apply and manage the CS fundamentals for the market within the decentralized workshops.
- Define and implement CS events to create traffic and help improve the repair service database segmentation with the support of the CRM team.
- Ensure the boutique staff has the appropriate CS modules training.
- Become the referent on personalization machines and train the network (webinar and in-person).
- Perform Analysis: proceed with appropriate analysis of the CS market performance, KPI results, and all necessary action plans to ensure optimal performance and service.
- Reporting: ensure the follow-up for the main indicators linked to CS.
- Ensure Client satisfaction, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, and performances.
- Collaborate regularly with boutique managers to explain, train, and apply the CASS policy in the POS/BTQs/workshops.
- Barometer
- Complaint management
- Partner with Richemont for CS module training needs
- Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service.
- Manage the relationship with Cartier HQ CS and Richemont CS for client Services procedures and enhancement.
- Manage by example and foster the Maison values.
- Ensure an optimized workload share.
- Strive for team spirit and collaboration.
- Develop the skills & competencies.
- Retain the talent.
- Recruit and onboard newcomers.
- Share Client Services best practice across the region and with Central teams.
- Bachelor’s degree required.
- Master’s degree preferred.
- 7-10 years of relevant work in Client Services, strategic planning, or project management.
- Luxury, Jewelry, and Watchmaking experience is a plus.
- Previous people management and/or project experience required.
- Full proficiency in Microsoft suite.
- Fluent in English and Spanish required. French & Portuguese are a plus.
- SAP experience preferred.
- Excellent communication and negotiation skills.
- Ability to implement short and long-term projects.
- Maturity, ability to adapt, customer-oriented, who demonstrates assertive management self-confidence.
- Problem-solving and process management skills
- Very dynamic with team spirit that is essential to coordinate with all the department’s different initiatives.
- Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
- Customer-oriented, business acumen.
- High level of integrity and widely trusted.
- Attentive and patient.
- Ability to actively listen to people's needs and be a team player.
- Good interpersonal and influencing skills with cross-cutting teams.
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