[Cartier] Client Service Manager

JOB TITLE                                 Client Service Manager

REPORTING TO                       Commercial Director

MAIN PURPOSE

Client Service Manager leads client experience and service across networks. This role involves implementing Client Service Strategy to maximize client experience and loyalty, being a key factor in care service, client marketing projects and promotions. The role demands strategic leadership, operational management, and team development to ensure superior client experiences consistent with the maison’s standards

KEY RESPONSIBILITIES

Key responsibility 1:  Management of Care Service/After Sales Service Journey

• Oversee the execution and enhancement of the entire customer care and after-sales service journey, ensuring seamless experiences across all retail networks including Domestic Retail, Travel Retail, Specialists (Wholesalers), Ecommerce, and the Client Relationship Center (CRC).
• Ensure the consistent application of International Service Policy and adaptation to local market.
• Lead initiatives to optimize client experiences, addressing feedback, and implementing improvements.

Key responsibility 2:  Operational Management and Analysis

• Monitor and analyze Client Service KPIs, providing insights and strategies for continuous improvement.
• Ensure effective budget management and resource allocation for client service activities.
• Drive operational efficiency, overseeing project management, and ensuring the successful implementation of service enhancements.

Key responsibility 3: Client Marketing and Engagement

• Direct and oversee client marketing projects, ensuring they align with brand values and global strategies.
• Analyze the impact of marketing initiatives on client engagement and satisfaction, adapting strategies as needed.
• Foster innovative approaches to enhance client experiences and marketing effectiveness.

Key responsibility 4: Stakeholder Collaboration

• Actively engage with RCS to ensure adherence to Cartier's high-quality service standards.
  Demand and facilitate enhanced quality control measures and improvements in repair services.
• Conduct regular reviews and meetings with RCS to discuss service quality, client feedback, and potential enhancements.
• Serve as a bridge between RCS and the organization, ensuring that client service policies are effectively communicated and implemented.
• Collaborate with various teams, including HQ, internal control, finance, and retail networks to ensure cohesive service delivery.
• Act as a primary liaison for Client Service with internal and external stakeholders.
• Organize and lead Client Service meetings, seminars, and training sessions.

Key responsibility 5: Strategic Leadership and Team Management

• Lead, mentor, and manage the Client Service team, including Assistant Managers and Executives, ensuring high performance and professional growth.
• Develop and implement the overall Client Service Strategy, aligning with company objectives and market needs.
• Foster a culture of excellence in client service across all departments and networks.

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PROFILE

• Bachelor’s degree with 10+ years of experience in customer service, preferably in luxury retail.
• At least 2-3 years in a management role, preferably overseeing client service operations in a high-volume or luxury environment.
• Comprehensive understanding of luxury market dynamics and client service excellence.
• Proficiency in SAP and strong skills in Microsoft Office
• People Management
• Fluency in English

SKILLS/ABILITIES

•  Exceptional ability to lead, inspire, and manage diverse teams.
   Proven track record in mentoring and developing staff, fostering a high-performance culture.
•  Demonstrated strategic thinking with an ability to translate insights into action.
   Strong analytical skills to interpret complex data and KPIs, guiding decision-making.
•  Excellent communication skills, both verbal and written, with the ability to effectively negotiate and resolve conflicts.
• Strong interpersonal skills with a talent for building relationships across various departments and levels.
• Highly adaptable, able to navigate dynamic environments and respond to industry trends.
• Problem-solving skills, capable of identifying issues and implementing effective solutions. 
• Customer-oriented approach with a deep understanding of client needs and expectations.
• Strong business acumen, with an ability to balance customer satisfaction and organizational goals. 
• High level of integrity and ethical conduct, upholding the maison’s reputation and values.
• Commitment to excellence, demonstrating a high degree of professionalism and dedication.