Cartier Head of High-End Business

POSITION SUMMARY 

The Head of High-End business leads the High-End business activity in High Jewellery, Fine Watch Making, and Fine Jewellery Watch in the local market for Japan in line with the international strategy of the Maison. This role involves a 360-degree approach and interaction with key stakeholders for clients, sales, talent, product and training. The Head of High-End business is also the ambassador of the High-End business, embodying and conveying the Cartier difference. This role aims to increase the High-End business trend in Boutiques and events all year long and to grow the customer base by nurturing relationships with existing clients and recruiting new ones. 

ASPIRATION 

The Head of High-End business is committed to the development of the High-End Business and responsible for the coaching, development and grooming of the High-End communities across all Boutiques and beyond. 

HIERARCHICAL REPORT 

The Head of High-End business reports to the President and CEO of Cartier Japan. 

RESPONSIBILITIES 

Strategy & Expertise 

• Serve as the High-End expert, contributing to the development and implementation of the High-End business strategy & yearly action plan. 

• Provide all High-End business stakeholders with insightful feedback across all activities: marketing, merchandising, training, communication, retail, events. 

• Serve as the High-End contact window locally and regionally. 
• Structure the current team.

Sales 

• Achieve steady growth by leveraging client networking and attracting/grooming High-End sales talent. 

• Elevate the profile of events/activation with a more premium client base with a higher purchasing track record. 

• Manage discount robustly to protect business margin. 

• Act as a solution provider: Actively involved in problem-solving in potentially difficult transactions or challenging client situations. 

Clients 

• Nurture the relationship with VIP clients to ensure long-term loyalty with the highest level of brand engagement and client treatment. 
• Strategically plan and actively manage the client customer profiles database with insights on the path to growth and sources of business. 

• Manage and optimize the yearly budget allocated for customer treatment. 

Expertise 

• Convey the Cartier difference: heritage and legacy, savoir-faire, style and allure, art and culture. 

• Demonstrate and share expertise on High-End product categories. 

People Development 

• Connect global, regional, and local training teams with local territorial needs to develop appropriate contents & modules. 

• Groom HJ Sales community and Project Crown members and mentor or coach high-performing High-End SAs in their individual development plan. 

Product 

• Develop product strategy and ensure appropriate assortment and allocation in BTQs and events, working closely with the Marketing and Merchandising team

• Work with Visual Merchandising to ensure appropriate level of High-End display in each Boutique, especially High-End boutiques. 

• Share feedback on High-End Model stock including best sellers, slow movers, and recommendation on stock rotation and event assortments. 

After Sales Service 

• Ensure the highest service standard on orders and deliveries. 

• Follow up High-End special requests with Merchandising Manager. 

• Assist in difficult complaint cases for High-Profile VIP clients. 

• Ensure proper follow up by SAs on after-sales client engagement. 

REQUIRED REQUIREMENTS 

Education 

• A Bachelor's degree in Business Administration, Marketing, Luxury Management, or a related field is required. 

• An MBA or equivalent postgraduate qualification in a relevant field would be strongly preferred. 

Experience 

• A minimum of 10 years of experience in the luxury retail industry, with a focus on high-end jewellery and watches. 

• Demonstrated experience in developing and implementing business strategy and action plans. 

• Proven track record of achieving sales growth and managing client relationships, particularly with VIP clients. 

• Experience in managing and developing a team, including coaching and mentoring. 

Skills 

• Exceptional knowledge of high-end jewellery and watches, including market trends and technical aspects. 

• Strong strategic thinking and planning skills, with the ability to provide insightful feedback across marketing, merchandising, training, communication, retail, and events. 

• Excellent communication and interpersonal skills, with the ability to interact effectively with a variety of stakeholders, both locally and regionally. 

• Proficiency in managing a budget and optimizing resources. 

• Strong problem-solving skills, with experience in resolving potentially difficult transactions or challenging client situations. 

Personal Attributes 

• Ability to embody and convey the Cartier difference, including its heritage and legacy, savoir-faire, style and allure, art and culture. 

• Passion for high-end products and the luxury retail industry. 

• Professionally and personally aligned with the brand’s values and aesthetics. 

• Committed to the development and success of team members. 

Language 

• Fluency in English and Japanese is required. Proficiency in French would be advantageous. 

Travel 

• Willingness and ability to travel as required for client networking and events.