Client Service Boutique Supervisor

The Maison Cartier is committed to offering an impeccable quality of service and unique and personalized experiences.

As an agile and inspiring Ambassador, The Client Service Boutique Supervisor is responsible for the excellence in the after sales service in the boutique. He/She unites, supports and elevates the sales teams in offering impeccable and remarkable customer experiences reflecting excellence, know-how, innovation and perpetual search for perfection in the Maison. He/she engages all store stakeholders in the transformation of customer Service and customer relations.

By implementing the Client Service Strategy, he/she maximizes clients’ loyalty and service. He/she plays a key role in driving CS boutique activities, and he/she is responsible for ensuring strong relationships and collaboration with local CS Team, Richemont platform teams.

Customer and results oriented, He/She demonstrates an entrepreneurial spirit firmly anchored in his analytical and coordination skills.

KEY RESPONSABILITIES

Key responsibility 1:

COMMERCIAL PERFOMANCE

AFTER SALES SERVICE BUSINESS STRATEGY

• Implements and coordinates at a boutique level Cartier’s Service and International Service Policy.
  • Runs CS activities in the boutique.
  • Prioritizes and structures the work of the CS team.
  • Monitors the SAV stock management (After sales services).
  • Ensures a perfect follow up of Cartier’s and Richemont’s internal procedures.
• Manages the attention and activities of the Client Service area, respecting the service code of the Maison.
• Defines, implements and supervises the Client Service process (client service focused on after sales)
• Leads and implements projects to improve repair service flow and process, according to Cartier standards. 
• Defines, along with boutique Director, the qualitative and quantitative boutique objectives, to meet the service level expectations, as well as the annual client service KPIs (monitoring of client satisfaction, gratuities, etc.)

Key responsibility 2:

INSPIRE AND TRANSMIT

• Inspire and transmit to the boutique sales advisors (and client advisors depending on Boutique organization) the after-sales service processes and procedures:
  • Train the team on client service techniques and create an onboarding for newcomers
  • Maintains the sales team in constant training according to business needs.
  • Monitors the work carried out by the sales advisors regarding services.
  • Provides the boutique Director feedback regarding the sales advisors performance to be used in the monthly one to one.
  • Be on the CS floor to attend clients when traffic is at peak time or when sales activities (such as clienteling) is important prior events or peak seasons.

Key responsibility 3:

OPERATIONS & BUSINESS MODELS.

DRIVE THE ACTIVITY, MONITORING, ANALYSIS AND CS REPORTING

• Manages the correct execution of CS operations:
  • Assess CS strategic campaign.
  • Control and follow up of the service status weekly and monthly basis.
  • Review and share After-sales Barometer while partnering with Boutique managers to elevate KPIs and share best practices
  • Secure Stock control of under repair pieces and sales of spare parts to clients.
• Analysis and reporting:
  • Analyzes the CS performance of the boutique. 
  • Reports the individual KPIs results.
  • Ensures the accomplishment of the plans of action and does the follow ups of the necessary actions to optimize performance and service within the area.
  • Presents results reports; ensure the follow-up of the main CS KPIs.

Key responsibility 4:

CLIENT DEVELOPMENT & CLIENT EXPERIENCE

CLIENT EXPERIENCE FOLLOW UP

• Controls and does the follow ups on the delays, unrepaired returns warranties, billing and discounts.
• Designs and executes assertive-effective solutions to the complaints/problems of the client.
• Finds areas of opportunity and optimizes processes.
• Carries out the necessary actions to ensure the fulfillment of Barometer objectives.
• Ensures the Cartier experience in all of the service ranges offered by CS.

BUSINESS GROWTH: CONVERSION OF SERVICE CUSTOMERS TO NEW SALES

• Develops long-lasting and sincere relations with the clients that lead to new future sales.
• Aids the boutique Director to establish direct contact with the VIP clients, and/or acts as a Maison ambassador while representing the Maison in meetings, events, charity dinners and other activities related to work.

Key responsibility 5:

AMBASSADORSHIP & IMAGE

• Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
• Leads and acts under the Maison values.
• Seeks feedback from sales/client advisors to ensure that the client service is carried out in an exceptional and memorable manner, as indicated by Cartier’s service quality standards.
• Leads by example.

EDUCATION:

• Bachelor’s degree or equivalent. Minimum 2-5 years of management.

REQUIRED EXPERIENCE:

• Experience in retail management and managing large teams.
• Experience in luxury and/or hospitality is a plus.
• Experience in Operations or Client services.

TECHNICAL SKILLS / ABILITIES:

• Fluent in English. Additional language is a plus.
• Experience with SAP
• Microsoft Office