Cartier Client Service Manager

MAIN PURPOSE

The Client Service Manager is responsible for excellence in Service for the Japan market. By implementing the Client Service policy and various projects set forth by Central Headquarters and local initiatives, he/she maximizes client loyalty and satisfaction. The CS Manager is responsible for steering the strategic direction of the client service function. This role involves developing and maintaining a comprehensive roadmap that aligns with the broader company objectives and leading transversal, strategic, and long-term projects that drive client service excellence. This manager is a key actor in daily and long term strategic Client Service activity, by creating meaningful relationships with network BTQ members, head office departments, local Richemont platform, and Central Headquarters.

KEY RESPONSIBILITIES

1: Focus on the local Strategy

Define the local market strategy by generating new and creative ways to stimulate client loyalty, traffic to boutiques, client experience and sales conversion from service.

Ensure proper execution of the Client Service & Experience policy to be in line with Central standards

Propose and take part in all projects development regarding Services in our Boutiques, including Boutique design, flow and experience.

Plan, lead and implement projects and services to improve repair service flow and processes according to Cartier standards. Lead and manage Cartier-specific CS topics.

Oversee overall CS network efficiency. Strategically plan future CS network within boutiques and platforms to ensure holistic balancing in accordance with repair activities.

Implement and coordinate the International Service Policy (pricing and repair policy, use of marketing elements such as client treatment programs and other drivers of client loyalty and sales generation).

Steer manufacturing conversation with home country to empower local platform. Define and report needs of product or service quality improvement. Motivate and drive headquarters to adapt and change for better client satisfaction.

2: CS Team Management and People Development

Lead and animate the Cartier CS community (>30 people)

Supervise, coach, and develop 3 team members within the office CS team Set up individual objectives for team members

Plan, execute, and oversee the training and coaching of BTQ staff in regards to service matters. Collaborate closely with BTQ CS managers (leaders) to strengthen CS community in Japan. Participate in the recruitment and integration of CS Associates in BTQ when requested

3: Pilot the CS activity, monitoring, analysis, and reporting

Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans to ensure optimal performance and service

Reporting: ensure the follow up for main indicators linked to CS

Ensure client satisfaction in boutique by controlling delays, return unrepaired rates, sales and service guarantees, turnover, discounts & gratuities, service lead-times, preapproved value rates, and sales conversion

Monitor stock management follow-up (ROs inventories, spare parts, CS tools used in BTQ, etc.) Monitoring of CS costs & adjustments to LE/BU

Provide quality feedback to local and Central CS (Brand and Richemont) as well as manufacturing teams

Collaborate regularly with other departments and boutiques to execute and maintain the status quo of Cartier services

Ensure client satisfaction in boutique by controlling delays, return unrepaired rates, sales and service guarantees, turnover, discounts & gratuities, service lead-times, preapproved value rates, and sales conversion

Monitor stock management follow-up (ROs inventories, spare parts, CS tools used in BTQ, etc.) Monitoring of CS costs & adjustments to LE/BU

Provide quality feedback to local and Central CS (Brand and Richemont) as well as manufacturing teams

Collaborate regularly with other departments and boutiques to execute and maintain the status quo of Cartier services

4 : Client Experience

• Client Experience Barometer
  • Coordinate the experience Barometer process: Liaise between Cartier International, local Retail teams and management, Learning and Development team, and boutiques to ensure proper service quality
  • Analyze, define, and implement relevant action plans according to client feedback
• Product related client complaint management
  • Animate and optimize the local CS commercial claim management process
  • Assist in the resolution of complaints received in boutiques in collaboration with the platform
  • Ensure that the balance between Brand policy and client treatment is always consistent in the decisions and actions taken
• Service Tools
  • Leverage service tools such as personalization, Courtesy watch lending services, Treatment plans to provide the best possible service experience

5: Brand liaison with Richemont Customer Service

Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service, as well as the proper application of Cartier rules and policies Ensure execution of brand policies and treatment plans, while improving performance and managing client issues

Liaise and collaborate with Cartier HQ CS and Richemont CS for Client Services procedures and enhancement

Be the CS representative for Japan, actively participating in worldwide meetings and collaborative events

JOB PROFILE

Required experience:

• University degree followed by 8-10 years' experience in customer service, experience & satisfaction, preferably in Retail businesses
• 3+ years of management experience with preference to high volume or luxury environment and the proven ability to develop and mentor staff
• Experience in watchmaking and/or jewelry is a plus

Technical skills / abilities:

• Fluency in Japanese and English both in native or near native level, 3rd language appreciated
• Must be able to create spreadsheets in Excel and presentations in Power Point
• SAP experience is a plus

Personal skills

• Excellent communication and negotiation skills
• Good interpersonal and influencing skills with cross-functional teams
• Maturity, ability to adapt, customer oriented, demonstrates assertiveness, self-confidence
• Empathy, emotional control, rigor, discernment, assertiveness, curiosity
• Strategic overview
• Ability to implement short and long-time projects
• Problem solving and process management skills
• High level of integrity and widely trusted
• Attentive and patient; ability to listen to people's needs and making decisions that balance policy and individual requests