V.I.E - Client Engagement & Services Coordinator - Dubai

MAIN PURPOSE

As a Client Engagement and Services coordinator for the MEIA Region you will work to ensure that client experience continues to be elevated across all touchpoints at Cartier. You will achieve this through three main pillars of activity; the Client Relations Centre (CRC), the Client Barometer and Client Services. The length of this V.I.E assignment is 12 months and ideally starts in September 2024, the position is based in Dubai.

HOW WILL YOU MAKE AN IMPACT? 

• Client Relations Centre

• Build and maintain strong and trustworthy relationship with management and Brand Ambassadors of Client Relations Center teams (CRC).
• Act as the main point of contact in any case that requires support from the CRCs, work with internal stakeholders if required to provide a timely and accurate answer.
• Support in the roll out of new channels and services at the CRC, follow up on the quality of communication channels.
• Continuously seek to enhance the existing experience provided to clients at CRCs by monitoring the team and enquiries received, identifying gaps and making recommendations on how to improve.
• Support in the continuous improvement and development of the CRC teams members.
• Lead on the animation of the CRC teams through dedicated initiatives.
• Lead on any reporting and analysis requirements of the CRC teams, these can be regular or punctual.
• Support in presenting updates and sharing information about the CRCs with internal stakeholders.
• Monitor the client experience across all channels to provide feedback and action plans for improvement.
• Support with implementation of new projects and initiatives related to CRCs.

• Client Barometer

• Act as the regional expert on the Client Barometer (client satisfaction) survey tool.
• Work closely with HQ on all localisations and tool enhancements.
• Support in maintaining the user access, user visibility and the proper functioning of the tool so the correct surveys are sent to clients.
• Understand the results and contribute to the development of action plans in order to drive the ultimate objective of improved client satisfaction.
• Train and develop the market teams in order to increase their knowledge and usage of the tool.
• Identify areas of opportunity to develop the way the tool is used in our region.

• Client Services

• Support in animating the client service community across all markets.

• Support in working with the market teams to ensure their action plans are implemented.

• Monitor and follow up on complaints. Analyse typology in order to build action plans to reduce overall volume and improve client satisfaction.

• Work closely with the Client Engagement and Services Project manager to identify areas of improvement in client services and action them with the market teams.

• Additional Responsibilities

• Work in an agile manner in case required to support on topics beyond immediate scope of work, in particular, events.

• Participate in planning the agenda and accompanying guests from other markets or HQ when they visit.

• Proactively contribute to the MEIA Client Department in any way suitable.

• Be ready to ad-hoc tasks and requests related to regional commercial performance.

HOW WILL YOU EXPERIENCE SUCCESS WITH US? 

As a Client Engagement & Services Coordinator, you will have a great opportunity to be an essential contributor in a dynamic team, working for the success of a first-class Luxury Maison under strong business acceleration and transformation. 

We believe in shared success and understanding that with your actions you elevate your team and Maison. To contribute to team success, we expect the following:

• At least a Bachelor’s Degree in Business, Marketing, Engineering.

• Relevant experiences (internship considered) in retail or in a customer service, ideally within the luxury retail industry.

• Client-oriented and passionate about continuous improvement.

• Self-aware, confident, assertive and excellent communicators (both verbally and in writing) in order to coordinate between multiple stakeholders at all times.

• Self-motivated and able to work autonomously and on multiple topics.

• Well-organized and with good time management skills.

• Curious and have a vision for the role and a drive for excellence.

• Empathetic and resilient in order to effectively find solutions under pressure.

• Analytical and able to complete reports and understand data.

• Fluent in English, third language appreciated.

HOW DO WE KEEP YOU SMILING? 

Ability to join and interact with a passionate, motivated and creative team that shares the same passion and energy for our dynamic Maison

A plethora of learning and growth opportunities within Cartier to help you develop and deep dive into the Marketing & Communication environment

YOUR JOURNEY WITH US

Firstly, you will be engaging with an online video interview of 15min for us to assess your understanding of the position, and motivations

Subsequently, you will be meeting with International Talent Acquisition team to dive deeper and assess your fit to this role

Finally, you will be able to meet with the local Hiring Team (Local HR and Hiring Manager).

WHAT WE OFFER YOU

We offer exciting opportunities to grow professionally and personally in a supportive and international environment. The industry is transforming, it is an exciting time to join the Maison and to be at the forefront of this industry-wide transformation.

As a V.I.E in our subsidiary, you will benefit from:

• 12 month’s contract (renewable to 12 more months)
• Monthly allowance not subject to taxes
• Housing allowance
• Travel cost linked to the move
• Health insurance
   

ELIGIBILITY TO THE VIE PROGRAM:

Important: Kindly note that the V.I.E Program requires strict eligibility criteria, you can access further information on this destination and check your eligibility through this page: https://mon-vie-via.businessfrance.fr/en/countries

The V.I.E Program is run under the authority of the French Ministry for Economy and Finance and that of the Ministry of Foreign Trade, all details can be found on the Civiweb website: https://mon-vie-via.businessfrance.fr/informations-pratiques-sur-le-volontariat-international