Client Services Assistant Manager

Be part of one of the world most prestigious luxury brands. Cartier is hiring a Client Service Assistant Manager for its México HQ.

The Client Services Assistant Manager is responsible for excellence in Service for watch specialists and boutique networks in Mexico.

• Develop and apply strategy by adapting the CS global policy for the market and the service management to local specificities with the help of Sr. Manager.
• Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.).
• Implement the Client Service respecting the service Savoir-faire of the Maison.
• Implement projects and services to improve repair service flow and process according to Cartier standards.
• Propose and participate in all project development regarding Services in our region
• Apply and follow the CS fundamentals for the market within the decentralized workshops.
• CS events are to be organized when needed to create traffic and help improve the database segmentation with the support of the CRM team.
• Perform Analysis: proceed with appropriate analysis of LAC CS 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: Manage the experience Barometer process for both retail and E-commerce: Liaise between Cartier International and local Boutiques regarding mailings and extractions.

• Discuss with the direct manager the relevant action plan following the results.

• Complaint managemen: Manage the follow-up process for complaints received in the Boutiques, workshops, and POS’.
• Ensure service and client approach are always consistent in the actions taken

Required experience: 

• Bachelor’s degree preferred but not required, especially in Business or marketing.
• MBA is a plus.
• 5-7 years of experience in customer service, preferably in retail.
• Luxury, Jewelry, and Watchmaking experience is a plus.
• Must be able to create spreadsheets using Excel.
• Must be able to create presentations using PowerPoint.
• SAP experience preferred.
• Excellent communication and negotiation skills.
• Ability to implement short and long-term projects.
• Maturity, ability to adapt, Customer oriented, demonstrates assertiveness, self-confidence.
• Problem-solving and process management skills
• strong leadership skills.
• Good interpersonal and influencing skills with cross-cutting teams.
• Previous people management and or project experience.
• Must be fluent in English and Spanish; Portuguese is a plus.  
• Good interpersonal and influencing skills with cross-functional teams.
• Excellent communication and negotiation skills.
• 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.
• Hands-on attitude.
• Management Acumen.  

Apply and be part of the wonderful world that Cartier has to offer you.