Cartier Client Relationship & Service Director

Position Summary

Key position to drive client centricity initiatives and strategies in the organization
Lead and develop Client and Service Strategies to enrich client journey and build customer loyalty
Develop creative ideas on client treatment to engage our clients
Key contributor to accelerate new retail and work on 360 ° plan with other key stakeholders to revamp client’s online and offline experience

KEY RESPONSIBILITIES

Key responsibility 1 – Lead and drive CRM strategies

Lead the CRS team to develop CRM strategies to enrich the client journey and build client loyalty for the commercial network
Propose client treatments and experience programs for targeted customer groups.  Uphold high execution standard with creative ideas to surprise the clients
Plan and execute full year in-boutique CRM activities.  Lead the project and align the key objectives and KPIs with relevant stakeholders
Work with commercial teams to develop client recruitment programs
Work closely with the other divisions to deploy the New Retail strategy, which aims at linking up all online and offline client touchpoints to enrich client experience.  Implementation of tools to enable the commercial team to build 1-1 relationship with clients

Key responsibility 2 – Lead Service Strategy

Define and implement Client Service Strategy in-line with global Richemont and Cartier guidelines
Work closely with the CS platform to ensure excellent level of services
Lead the team member to ensure smooth CS complaint management and monitor CS clients’ feedback with action plans in-place to strive for service excellence

Key responsibility 3 – Build client database intelligence and KPIs management

Build insights and strategies through customer database analysis
Work closely with other divisions to analyze client purchasing behavior
Lead, develop action plans and reports for CRS team or other divisions to achieve CRS relating KPIs

REQUIRED COMPETENCIES

Education:
Bachelor’s degree required

Professional experience:
5 years of management experience in service and/or luxury environment
Relevant CRM experience in boutique, fashion/ jewelry/watchmaking industry is highly preferred

Specific competencies:
Excellent communication and stakeholder management skills 
Result oriented and able to work efficiently in a fast pace and complex environment
Able to articulate client strategies into concrete initiatives and projects with strong execution ability to deliver results
Strong business acumen and analytical skills

Hard Skills:
High proficiency in PowerPoint and Excel

Languages:
Excellent verbal and written English (required)