INTERNSHIP - International Client Services Performance & Improvement Intern

The history of Cartier is based on audacity and passion. We have adopted a pioneering and daring spirit that has continued to inspire our teams, across all businesses, from our boutiques to our workshops and our head offices for more than 170 years. We have more than 8,500 employees of 90 different nationalities who share an independent spirit and a commitment to excellence, and who aim to constantly enrich the house's heritage by pushing the limits of creativity.

This position is embedded in the Client Marketing team which is based on 4 pillars: Client Relations, Client Services, Client Insights and Client Marketing Data & Knowledge.

The International Client Services Intern will support both Marketing Services & Performance and Client Services Improvement teams in providing analysis, enriching our reporting tool as well as supporting clients’ complaints management.

HOW WILL YOU MAKE AN IMPACT?

Enhance Client Services reporting tools and conduct performance analysis

• Follow up and deep dive monthly Client Services KPIs
• Implement new reportings and monitor regularly with markets
• Conduct intelligence benchmarking on services, prices, leadtimes and assets
• Client Services reporting tool

• Identify enhancement opportunities by collecting the Client Services community needs, creating request tickets, prioritizing new features, organizing POC testing and training phases and deploying to all markets
• Be the privileged interlocutor of markets and central teams

Lead performance analysis for Cartier’s worldwide Warranty Extension program

• Monitor and communicate regularly market results
• Review training materials
• Support markets’ requests, create one pagers to help boutiques with registration and harmonize documents provided to customers
• Be the communication facilitator between markets and organize best practices sharing sessions

Support the Complaints Management Project

• Track and provide reports on complaint volumes and Client Services satisfaction KPIs
• Provide analysis from various internal tools to support decision-making, prepare meetings with our markets and identify areas for improvement
• Collect market feedback on the use of the complaint management tool, address and track requests for improvement
• Update and improve training materials
• Support requests in cases of loss, theft and counterfeiting of Cartier creations

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• You are a Business or Engineering student, university or equivalent

• You have a successful first experience on analytical assignments, in Marketing or Client Services
• You have an analytical mindset with problem-solving skills, along with a good knowledge of Excel and Power Point; knowledge of SAP Salesforce reporting software is a plus
• You are organized, attentive to details and have good priority management.
• You have excellent communication, collaboration and organizational skills with the ability to interact with a wide variety of people
• You are serious, proactive and appreciate the world of luxury
• You are fluent in English, in both writing and speaking
• You are comfortable with the Office package (Excel, Power Point, Teams, etc ..)