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Reference Code:  21565

Service Salon Manager

Beverly Hills, CA, US

Permanent
  
  

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 7,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. 

  
  

SERVICE SALON MANAGER- BEVERLY HILLS

 

OVERVIEW

The Service Salon Manager leads the team to inspire each guest’s personal Cartier journey through exceptional experiences—while achieving or exceeding the boutiques service goals. The Service Salon & Workshop Manager motivates the team to cultivate each client encounter into an ongoing, trusting relationship that will continue to drive the Cartier legacy.

 

 

KEY RESPONSIBILITIES

Lead service client development for the boutique by creating and developing relationships through all client interactions:

  • Lead the development of excellent service client relationships by creating and celebrating memorable moments for our clients and boutique visitors
  • Drive care service and workshop team to consistently achieve or exceed sales targets and KPI’s
  • Master a strong knowledge of the boutique business and assess local market opportunities to implement a proactive and effective service strategy
  • Implement effective service client strategies to ensure the development of genuine client relationships resulting in increased business opportunities
  • Develop Service to Sales strategies to increase sales within the boutique and to further develop the client strategy
  • Support and partner with care service teams, on escalated client matters to ensure optimal solutions are provided

 

Partner with fellow Boutique Management, Regional and corporate partners to ensure boutique service success:

  • As a member of the Boutique Management team—support the Boutique Director in creating and implementing an overall strategic vision for the boutique as a whole
  • Along with fellow Boutique Management—determine, communicate and monitor individual and team service KPI’s
  • Collaborate with all service related Corporate Departments (i.e. Workshop, RTC, Client Experience, Retail Operations, etc.) to effectively communicate key messages, business opportunities, and needs
  • Lead and/or delegate boutique service projects as needed (daily/weekly/monthly/yearly inventories, audit preparation, etc.)
  • Partner with the Operations Manager to ensure fluidity of service operations and support fellow boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs
  • Prepare regular service reporting and analysis including monthly reports that provide qualitative analysis for service improvement & development

 

Team Development and Management:

  • Motivate and support the Boutique sales, service & workshop staff
  • Communicate strategic service brand initiatives by regularly conducting team meetings. Ensuring that staff is aware of Maison strategies and knowledge, service targets, client experience best practices, local/global competitive landscape, and industry news
  • Educate and inspire service team with Maison knowledge, local/global competitive landscape, and industry news 
  • Perform administrative and HR tasks including but not limited to commission accuracy check, scheduling, payroll and overtime management 
  • Actively recruit and maintain talent pipeline
  • Identify training and coaching opportunities for the service & workshop teams. Partner with boutique management and corporate partners in order to elaborate and implement the coaching and training plan
  • Lead the performance management process through regularly scheduled individual meetings including biannual performance review
  • Assess potential and propose development opportunities in partnership with boutique management, HR and Career Committees

 

Be a Maison Ambassador:

  • Uphold the Cartier standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
  • Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to create a highly collaborative network at all times both in person and via telephone


Exhibit operational excellence & compliance:

  • Possess a strong understanding of  Cartier Service Policies with the ability to execute/implement these policies
  • Participate in the daily set up and break down of boutique for opening and closing
  • Actively participate in boutique projects (daily/weekly/monthly/yearly inventories, audit preparation, organization and restocking of supplies, etc.)
  • Assist in the merchandising and overall daily maintenance of the boutique (e.g. maintain proper visual standards; product maintenance and understock organization, cleanliness)
  • Understand and comply with security and operational procedures (e.g. product handling, inventory control, transaction processing including payments, etc.)

 

 

PROFESSIONAL PROFILE

  • Bachelor’s degree in a business related field is a plus
  • 5-10 years of supervisory experience, especially in the field of after sales service/ customer service in a similar size organization 
  • Exceptional skills in Microsoft Office applications, especially Excel is required
  • Utilization of SAP / CS module
  • Prior knowledge in 5-S methodology strongly preferred
  • Business Warehouse (Intelligence)
  • Strong leadership skills
  • Must be able to stand all day
  • Excellent analytical, organizational, and interpersonal communication skills required
  • Enthusiastic approach with clients and colleagues 
  • Entrepreneurial spirit to develop their own business and build long lasting client relationships
  • Creativity in developing new ways to motivate and develop a team
  • Collaborative approach with ability to foster a united work environment with a “can do” attitude
  • Strong understanding of client service needs and  priorities (internal and external)
  • Strong attention to details with the ability to handle multiple tasks simultaneously and with precision
  • Ability to work in a fast-paced, evolving environment
  • Intellectual curiosity and passion for learning

 

 

 


Learn more about life at Cartier



www.careers.cartier.com

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