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Reference Code:  16464

Client Service Technical Manager

Shanghai, 31, CN

Permanent
  
  

Cartier, l'artisan des passions.

REPORTING TO            Senior Client Service Manager    

KEY RESPONSIBILITIES

  • Key responsibility 1: Client Satisfaction in general

- Act as the guarantor of excellence in Service and ensure service excellence and the highest satisfaction for our clients in terms of Service.
- Monitor CS activity, analysis and reporting, create and executes technical procedures and revises as appropriate to meet changing needs and requirements.
- Optimize the technical service flow according to client’s feedbacks, complaints etc., take ownership and personal care of high level complaint cases and help to resolve them, follow up and find solutions to problem cases to ensure satisfactory resolution.
- Monitor auditing of boutique workshops.
- Applies boutique workshop procedures and improves efficiency.
- Act as a contact window for the Richemont CS department of the Market. Liaise with them and propose the action plan together in order to improve service level.
- Applies technical knowledge to improve service to our clients. Educate front line staffs and conduct CS technical training regularly to updating of their knowledge and expertise.
- Holds regular status meetings with technical team (HQ, Retail, RCS etc.,)

  • Key responsibility 2: Pilot the CS activity, monitoring, analysis and reporting

- Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary follow-up in order to ensure optimal performance and service
- Reporting: ensure the follow up for the main indicators linked to CS.
- Ensure Client satisfaction in boutique, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, performances
- Monitor stock management follow-up (ROs inventories, spare parts, leather strap, etc.) 
- Define & monitor CS local action plan Define proper action plan
- Monitoring of CS Sales & adjustments to LE/BU
- Monitor the main indicators linked to after-sale service.

  • Key responsibility 3: Brand liaison with RCCL service center

- Build and ensure a strong relationship and collaboration with local Richemont repair center team regarding quality of service (delay) and application of Cartier rules and policies.
- Ensure execution of brand policies, improve performance and manage client issues.
- Liaise with Cartier HQ CS and Richemont CS for client Services procedures and enhancement
- Consolidate China quality data’s for HQ CS reporting.
- Assist HQ quality department for problem description, extra required local technical analysis, root cause, tests and solution identification.
- Be the link with China CS on quality subject. Provide them with adequate reporting.
- Ensures technical teams complying our service contents and standard.
- Synchronizes technical standard in boutique’s workshop

 

PROFIL

  • University degree followed by 3-5 years’ experience in watchmaking. 
  • 3+ years of management experience with preference to high volume and/or luxury environment and the proven ability to develop and mentor staff. Watchmaker experience is appreciated. Retail / boutique workshop experience is a plus.
  • Strategic overview
  • Ability to implement short and long term projects.

 

SKILLS

  • Ability to implement short and long time projects
  • Outstanding Management and leadership skills
  • Good interpersonal and influencing skills with cross-cutting teams
  • Excellent communication and negotiation in tough situation skills , Problem solving and process management skills
  • Maturity, agility and ability to adapt, Customer oriented, demonstrates assertiveness, self-confidence
  • Fluency in English, 3rd language appreciated
  • Must be able to create spreadsheets in Excel and presentations in Power Point