[Cartier] Client Service Project Manager

JOB TITLE                                 Client Service Project Manager

REPORTING TO                       Client Service Manager

MAIN PURPOSE

The Client Service Project Manager is responsible for excellence in Client experiences for internal and external clients ; By providing full and cross functional supports for all networks and boutiques. Successful implementation of the Client Service Strategy and a key factor in the CS activities, creating privileged relations with the local Richemont teams and various stake holders in the group.

KEY RESPONSIBILITIES

Key responsibility 1:  Management of Care Service/after sales service Journey and operations

• Management A to Z care service/after sales service journey across retail networks; Domestic retail, Travel retail, Specialists (dealer POS), Ecommerce and Call center.
• Actively participate in CS process updates and improvements for better client experiences in boutiques.
• Identify training & coaching needs and plan and provide the training and boutique visits when necessary for boutiques.
• CS KPI management and communication with boutiques and RCS (Richemont Customer Service) on a monthly basis.
• Define the market strategy adapting the CS global policy and the service management to local specificities.
• Communicate and implement the International Service Policy in cooperation with retail and RCS(Richemont Customer Service) teams and inform boutiques in timely manner.

• Plan, lead and implement projects and services to improve repair service flow and process.
• Propose and take part in all project development regarding Care Service in Boutiques
• Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans in order to ensure optimal performance and service
• Reporting: ensure the follow up for the main indicators linked to CS.
• Monitor stock management follow-up (ROs inventories, spare parts, leather strap, etc.)      

Key responsibility 2 : CRC (Client Relationship Center/Call Center) Project management

• Management of annual projects planned for CRC
• A Project leader of all projects involving CRC in collaboration with CRC operation manager and leaders.  
• Draw a local annual plan and road map and execute : through follow up on project plans and operations, close communication with Central on local CRC’s requests.
• Internalization project : deeply involve in set-up inhouse CRC and a key person for Cartier

Key responsibility 3 : CRC (Client Relationship Center/Call Center) quality management 

• Management of external partner for CRC to meet Cartier service standards.
• Ensure the quality of service provided by CRC, to client and boutiques.
• KPI reviews and management
• Report review and monthly operational meeting with partner
• Seek any room for improvement and training needs for better client experiences for clients and boutiques and plan & provide training accordingly.

Key responsibility 4 : Management of Client Marketing projects

• Plan and set up a client marketing projects in accordance with HQ plans and communications.
• Coordinate the client marketing projects to provide the extraordinary Cartier experience for the clients and boutiques as the 1st class Maison.
• Plan, execute the CS plans and follow ups and report the results to Central.
• Identify rooms for improvements in terms of process and application on Client marketing promotions for better use with ease for clients and boutiques.
• Forecasts and analysis on service plan activations.

Miscellaneous : Budget management & projects management

• Participating in forecasts and through follow up on budget use and diligent updates according to the project launches and boutiques’ needs
• Participate in ad-hoc projects operated by Cartier and Richemont group 

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PROFILE

• University degree followed by 8-10 years’ experience in customer service, preferably in Retail business. Luxury Jewelry and/or Watchmaking experience is a plus
• 5+ years of management experience with preference to high volume and/or luxury environment and the proven ability to develop and mentor staff.
• Project management skills is a must
• Strategic overview
• Fluency in English
• SAP experience preferred
• Spreadsheets in Excel and presentations in Power Point is MUST

SKILLS/ABILITIES

• Ability to implement short and long time projects
• Hands on attitude
• Good interpersonal and influencing skills with cross-cutting teams
• Excellent communication and negotiation skills
• Problem solving and process management skills

• Maturity, ability to adapt, Customer oriented, demonstrates assertiveness,
• Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
• Customer oriented, business acumen.
• High level of integrity and widely trusted
• Act as a team player