Service Salon Manager - the Cartier 5th Avenue Mansion

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Key Responsibilities 

Brand Ambassador

•    Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
•    Model luxury experience behavior and maintain a regular presence on the floor

Manage and develop team

•    Motivate and support the Service Salon team, offering guidance and assistance as needed.
•    Regularly Conduct team meetings, ensuring that staff knows the tasks, targets, products, service knowledge, and client successes/opportunities.
•    Actively recruit and maintain a talent pipeline
•    Partner with the Client Experience Director to identify training needs and coaching opportunities for the  service staff
•    Lead the performance management process through regularly scheduled individual meetings with the service staff, including biannual performance review
•    Perform administrative and HR tasks including but not limited to commission accuracy check, scheduling, payroll, and overtime management
•     Assess potential and propose development opportunities in partnership with boutique management, HR, and Career Committees
•    Responsible for creating a positive and united work environment amongst all staff
•    Spot coaching and management of spoken and written communication, including client and peer interactions.

Develop business and achieve service goals 

•    Drive self and service team to exceed service results consistently
•    Provide service Analysis, propose and implement action plans in order to maximize opportunities
•    Seek feedback from the service team to enhance the level of client experience
•    Act as the lead liaison between the Client experience Director and the service team
•    Take part in determining and communicate/monitor individual and team KPIs
•    Manage inventories/model stock in coordination with the merchandising departments to optimize available stock for the Boutique.
•    Ensure an accurate and timely alignment of actions to company guidelines
•    Actively participate as a member of the boutique's overall management and contribute to the entire team's success

Ensure exceptional client experience and develop client relationships

•    Ensure the team is consistently  providing an exceptional  client experience by maintaining the highest degree of courtesy and professionalism 
•    Partner with the Client Experience Director to propose and implement an outreach strategy to grow VIP client  loyalty
•    Assist clients with the sales and service of Cartier products, as needed
•    Lead all Service initiatives to enhance client experience
•    Apply defined guidelines for escalation processes to accommodate client issues arising from daily operations that cannot be handled locally.
 

Operations

•    Ensure image and operational flow according to Cartier standards (i.e., restocking supplies, repairs and maintenance)
•    Run anomaly reports regularly to optimize the client experience.
•    Ensure accurate data quality for service-related processes under direct control, including, but not limited to, accounting for conditions and items, customer requests, warranty information, and service pricing policies.
•    Partner with boutique management, workshops, and call centers to manage client expectations appropriately.
•    Support boutique management with boutique controllable operating expenses: monitoring, analysis, and action plan recommendations to optimize  controllable costs in the scope of his functions
•    Daily set up and break down of boutique for opening/closing as needed. 
•    Assist with Boutique projects as needed (inventory, organization, restocking of supplies, etc...).
•    Assist in the merchandising and overall daily maintenance of the cases (i.e. maintain proper visual standards; product maintenance and understock organization).

Knowledge and compliance

•    Possess deep understanding and knowledge of the brand and the full range of all products and services to convey Cartier heritage and values
•    Understand and comply with Cartier security and operational procedures (i.e., product handling, inventory control, etc.)
 

Candidate Profile

•    Bachelor’s degree in a business-related field is a plus
•    Additional language skills (Mandarin, Portuguese, Russian) are a plus
•    3-5 years of supervisory experience, especially in the field of after-sales service/ customer service 
•    Required experience in managing direct reports 
•    Exceptional skills in Microsoft Office applications, especially Excel is required
•    Utilization of SAP is preferred
•    Must be available to work retail hours, including weekends
•    Ability to work with a team in a fast-paced environment required
•    Excellent analytical, organizational, and interpersonal communication skills required
•    Ability to handle multiple tasks simultaneously
•    Proactive approach to analyzing business and human resource needs.
•    Ability to motivate and develop the team as per Cartier's image.

*This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer

WE OFFER

We care about our associate's health and well-being and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions, including life insurance, disability benefits, and (k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Base salary: $105,000 - $115,000. Please note that salaries will be negotiated based on relevant skills and experience.