Client Service & Satisfaction Manager

As a member of Client Department in Thailand, Client Service Manager is responsible for an excellence in services in all Cartier networks; by initiating and implementing Client Service Strategies to elevate seamless experience across all channels and touchpoints of client’s journey as well as ensure highest client satisfaction. He / She will be key person in CS activity and create privileged relations with local, regional and global Richemont and Cartier CS team.

KEY RESPONSIBILITIES

Client Service strategy definition

• Define market strategies based on CS global policy and service management to local specificities
• Manage and monitor Client Service KPIs respecting the service code of the Maison
• Define and supervise local CS process
• Plan, lead and implement projects to improve repair flow and process according to Cartier standards. Lead and manage Cartier-specific CS topics
• Propose and take part in all CS-related project development for all networks

CS activity management, reporting and analysis

• Provide CS reports and monitor CS performance as well as implement action plans in order to ensure optimal performance and service satisfaction
• Monitor and control delays, return unrepaired, guarantee, turnover, discount & gratuities
• Monitor stock management follow-up (RO inventories, spare parts, leather strap, etc.)
• Provides quality feedback to regional, central CS and manufacturing teams
• Collaborate regularly with Boutique Manager to apply new service policies in boutiques including training.

Client Satisfaction management

• Client Experience Barometer
  • Ensure highest client satisfaction across all channels and touchpoints of client’s journey
  • Liaise between Cartier International and local boutiques with regards to reporting and follow-up
  • Initiate and implement relevant action plans following the results
• Complaint management
  • Animate and optimize CS commercial claim management
  • Follow up complaints received and ensure client service approach is always consistent in the actions taken

Brand liaison with Richemont platform

• Build and ensure a strong relationship and collaboration with local and regional Richemont repair center team
• Ensure execution of brand policies, improve performance and manage issues
• Liaise with Cartier HQ and Richemont CS for client service procedures and enhancement

CS team management and people development

• Participate in recruitment and management of CS team
• Set up individual objectives and assess people performance in coordination with Boutique Managers and Retail team
• Identify people potential and participate with Boutique Managers in Development Plan (including training)

KEY COMPETENCIES

PROFILE

• University degree followed by 8-10 years’ experience in customer service, preferably in Retail business. Luxury Jewelry and/or Watchmaking experience is a plus
• 5+ years of management experience with preference to high volume and/or luxury environment and the proven ability to develop and mentor staff.
• Strategic overview
• At least 3-5 years of management experience as boutique manager or deputy manager

Technical skills

• Fluency in English, 3rd language appreciated
• SAP experience preferred
• Excellent in computer skills (MS Office, Excel, Power Point)

SKILLS/ABILITIES

• Hands on attitude
• Strong leadership skills
• Excellent communication and negotiation skills
• Problem solving and process management skills
• Maturity, ability to adapt, customer-oriented, demonstrates assertiveness, self-confidence
• Empathy, emotional control, rigor, discernment, assertiveness, curiosity
• High level of integrity and widely trusted
• Attentive and patient. Ability to listen to people needs
• Open, flexible and adaptable, tolerant
• Act as a good team player

PERSONAL DATA COLLECTION STATEMENT

We, Richemont Luxury (Thailand) Limited (“Richemont”), will collect and process your résumé, curriculum vitae or other personal information such as name, email address, postal address, telephone number and other information regarding yourself, your past employment and/or your education (hereinafter referred to as “Personal Data”) for the purposes related to the evaluation of your application and recruitment process as well as to contact and correspond with you to respond to such applications (“Purposes”). Failure to provide such Personal Data may affect our processing and evaluation of your application.

All information provided by you will be used for the Purposes only. If your application is unsuccessful, we will keep your Personal Data for a period of 1 year and will destroy it after such period.

Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.

If you provide the personal data of any third partis to Richemont (including, for example, your previous employer), you agree that you have obtained their authorisation for Richemont to use the information for the Purposes.