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Reference Code:  16851

Client Services Manager

Riyadh, 01, SA

Permanent
  
  

Cartier, l'artisan des passions.

MAIN PURPOSE

 

The Client Service Manager is responsible for the excellence in service in the boutique network. By implementing the Client Service Strategy he/she maximizes clients’ loyalty and service.

He/She plays a key role in driving CS boutique activities and he is responsible for ensuring strong relationship and collaboration with local Richemont repair centre teams Supporting the Market Client manager as the boutiques network

 

 

 

 

 

 

 

KEY RESPONSIBILITIES

 

Participate to Strategy definition

  • Assists the Client Services Manager in the market strategy implementation, adapting the CS global policy and the service management, respecting the service code of the Brand
  • Implements and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc,…).
  • Supervises all CS processes in line with Region
  • Implements projects and services in the market to improve repair service flow and processes, according to Cartier standards
  • Leads and manages Cartier-specific CS topics

 

 

 

 

 

 

 

 

CS Team Management and people development

  • Participates in integrating all new CS employees
  • Identifies people potential & participates with the Boutique manager in works on individual development plans (including training path…)
  • Applies and follows the CS fundamentals for the market
  • Trains the Client Service team in boutiques with all the policies

 

Drive CS activity, monitoring, analysis and reporting

  • Analysis: proceeds with appropriate analysis of boutique CS performance and KPI results, and ensures all necessary actions in order to optimize performance and service
  • Reporting: ensures the follow up of the main indicators linked to CS
  • Ensures client satisfaction in boutique, controls delays, return unrepaired, guarantees, turnover, discounts & gratuities and performance
  • Monitors stock management in the boutique (ROs inventories, spare parts, leather strap, etc)
  • Collaborates regularly with boutique manager (in meetings or one to one) to explain and train, and ensures CS policies are applied in the boutiques.

 

Client Experience follows up

1. Barometer

    1. Manages the experience barometer process: monthly reporting Liaise between Cartier International and local Boutiques about mailings, extractions and setting targets.
    2. Analyzes, defines and implements relevant action plan following the results

2. Complaint management

    1. Animates and optimizes the CS commercial claim management
    2. Follows up complaints received in the Boutiques (Ensures service and client approach is always consistent and immediate actions taken)

 

Brand liaison with RTC service center

  • Builds and ensures a strong relationship and collaboration with local Richemont repair center teams regarding quality of service (delays & service performance) and application of Cartier rules and policies
  • Ensures execution of brand policies, improves performance and manages client issues
  • Liaises with Cartier Regional CS and Richemont CS to ensure client services procedures are followed and enhanced

 


 

Brand liaison with CRC (Call center):

  • Builds and ensures a strong relationship and collaboration with CRC team regarding quality of service (SLA performance…)
  • Ensures execution of brand policies, improves performance and manages client issues

 

 

JOB PROFILE

 

Education & Experience

  • University degree followed by 5-6 years’ experience in customer service, preferably in Retail business. Luxury Jewelry and/or Watchmaking experience is a plus
  • 3+ years of management experience with preference to high volumes and/or luxury environment and the proven ability to develop and mentor staff
  • Strategic overview
  • Experience in watchmaking and jewelry is a plus
  • Arabic Speaker, Fluency in English, 3rd language appreciated
  • 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
  • Strong  leadership skills
  • 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