Assistant Manager, Client Service - Cartier

Recruiter
Richemont
Location
New York, United States
Posted
19 Sep 2020
Closes
22 Oct 2020
Ref
22298-en_US
Function
Operations
Cartier

Reporting to the Manager, Retail Experience, the Assistant Manager, Client Service is responsible for implementing the Client Service policies and supporting various projects to maximize client loyalty and satisfaction across all touchpoints in North-America.

This role animates the implementation of these initiatives by ensuring seamless communication between markets and the corporate organization, clarity of priorities and consistent execution. This person must possess a thorough understanding of luxury client purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a client-centric luxury retail environment.

KEY RESPONSIBILITIES :

Monitoring the activity and performance of the client service activity
  • Follow up with platforms and boutiques by monitoring main CS indicators, analyzing, and reporting results.


Ensure service and client approach is always consistent in the actions taken:
  • Align activities and drive consistency across regions; share best practices.


  • Establish a framework for sharing updates and for receiving feedback from boutique and Commercial leadership to enhance and prioritize activities. Create exciting communications and supporting materials that measure and reinforce a best-in-class client experience.


Supporting CS team development in boutiques:
  • Partner with boutique Managers to set individual objectives and assess performance in regards to client service & experience.
  • Define development plans (including training path) with boutique managers and Learning & Transformation teams.


New services/initiatives local definition & implementation
  • New services rollout (& tools): support the Manager of Retail Experience in developing and implementing new tools & services to enhance the client's experience in partnership with local relevant teams.
  • Support with competitive monitoring of existing or emerging physical and intangible services (transactional, experiential, product services) and evaluation of their added value for clients.
  • Support with implementation (with cross-functional teams, relevant phasing, and/or perimeter) and analysis of their impact (traffic, activity, incremental sales, brand image, client satisfaction, etc.)


Client experience barometer
  • Coordinate the process; liaise between Cartier International and local teams. Analyze, define, and implement relevant action plans following weekly/monthly/quarterly results.
  • Offer training and support to all relevant teams on policies, services, and tools implemented within the scope of the position.


Brand liaison between local/global platforms and Cartier international client services teams
  • Build and ensure a strong relationship and collaboration with local Richemont repair center teams regarding quality of service and implementation of Cartier policies.
  • Ensure execution and improve performance; share verbatim feedback regarding internal/end-client experience(s).
  • Liaise with Cartier International and Richemont CS for enhancements. Support HQ-driven client service offers with local team.


EDUCATION :
  • Bachelor's Degree


REQUIRED EXPERIENCE :

  • Minimum of 2-3 year's experience in luxury hospitality, retail or CRM - possess a thorough understanding of luxury client and purchasing behaviours across different channels
  • Boutique experience preferred
  • Experience driving change management that instils focus on customer satisfaction by continuously improving services, processes, systems and collaborative capabilities


TECHNICAL SKILLS / ABILITIES :

  • In-depth knowledge of retail environment and industry trends, especially with client engagement
  • Passionate about client satisfaction and able to motivate and face challenging situations
  • Ability to translate data and analysis into actionable plans
  • Exhibits agility and openness to new ideas and ways of working
  • Develop both strategic and actionable insights through data-driven analysis
  • Capacity to orchestrate projects in a matrix-based organization with multiple stakeholders
  • Strong organizational and project management skills