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Reference Code:  9939

Client Service Assistant Manager

London, LND, GB

Permanent
  
  

Cartier, l'artisan des passions.

Operationally support the client service strategy implementation

  • Assist the Client Experience Manager in the market strategy implementation, adapting the CS global policy and the service management, respecting the service code of the Brand.
  • Support Manager in the implementation of new CS procedures in the boutiques and maintaining/improving existing service offer
  • Participate in defining pricing policies and guarantee application in the market.  

Pilot the CS activity, monitoring, analysis and reporting

  • Create necessary action plans to ensure optimal performance and service delivery

  • Ensure Client satisfaction in boutique through system controls; delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, performances
  • Monitor stock management follow-up (ROs inventories, spare parts, leather strap, etc.)
  • Monitoring of CS Sales & adjustments to LE/BU
  • Member of Quality and Service Committee, provide quality feedback to central CS and manufacturing teams.
  • Collaborate regularly with boutique managers (in meetings or one to one) to explain and train, and ensure application of CS policy in the boutiques.
  • Implementation of CS action plan following the Client Experience Barometer results.

Complaint management 

  • Manage the market complaints: phone, emails, letter response for issues escalated by boutiques, platform or received via MD office / Cartier International
  • Identify appropriate solution to customer issues.
  • Support the boutiques in containing complaint management providing control on the solutions provided to clients across the market
  • Monitor and follow up escalations: animate and optimize the CS commercial claim management
  • Build a monthly market complaint reporting for the CE Manager.

Education & Experience

  • University degree followed by 5+ years’ experience in customer service, preferably in Retail business. Luxury Jewellery and/or Watchmaking experience is a plus
  • Strategic overview
  • Experience in watchmaking and jewellery is a plus
  • SAP experience preferred
  • Must be able to create spreadsheets in Excel and presentations in Power Point.

Skills and Abilities

  • Ability to implement short and long time projects
  • Hands on attitude
  • Good interpersonal and influencing 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, discernment, assertiveness, curiosity
  • Customer oriented, business acumen.
  • High level of integrity and trust
  • Attentive and patient. Ability to listen to people needs
  • Open, flexible and adaptable, tolerant
  • Act as a team player

 

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