Client Service
4 weeks ago
As a Client Service Manager in Thailand, you will be responsible for delivering exceptional customer service across all Cartier networks, ensuring seamless experiences and highest client satisfaction.
Key responsibilities include:
- Defining market strategies based on global CS policy and local specificities
- Managing and monitoring Client Service KPIs, respecting the service code of the Maison
- Defining and supervising local CS process
- Planning, leading and implementing projects to improve repair flow and process according to Cartier standards
- Proposing and participating in CS-related project development for all networks
Key responsibilities also include:
- Providing CS reports and monitoring CS performance, implementing action plans to ensure optimal performance and service satisfaction
- Monitoring and controlling delays, return unrepaired, guarantee, turnover, discount & gratuities
- Monitoring stock management follow-up (RO inventories, spare parts, leather strap, etc.)
- Providing quality feedback to regional, central CS and manufacturing teams
- Collaborating regularly with Boutique Manager to apply new service policies in boutiques, including training
Key responsibilities also include:
- Ensuring highest client satisfaction across all channels and touchpoints of client's journey
- Liaising between Cartier International and local boutiques regarding reporting and follow-up
- Initiating and implementing relevant action plans following the results
Key responsibilities also include:
- Building and ensuring a strong relationship and collaboration with local and regional Richemont repair center team
- Ensuring execution of brand policies, improving performance and managing issues
- Liaising with Cartier HQ and Richemont CS for client service procedures and enhancement
Key responsibilities also include:
- Participating in recruitment and management of CS team
- Setting up individual objectives and assessing people performance in coordination with Boutique Managers and Retail team
- Identifying people potential and participating with Boutique Managers in Development Plan (including training)
Key competencies include:
- 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
- Strategic overview
- At least 3-5 years of management experience as boutique manager or deputy manager
Key technical skills include:
- Fluency in English, 3rd language appreciated
- SAP experience preferred
- Excellent in computer skills (MS Office, Excel, Power Point)
Key skills and abilities include:
- Hands on attitude
- Strong leadership skills
- 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
- High level of integrity and widely trusted
- Attentive and patient. Ability to listen to people needs
- Open, flexible and adaptable, tolerant
- Act as a good team player
Personal data collection statement:
We will collect and process your personal information for the purposes related to the evaluation of your application and recruitment process. Failure to provide such information may affect our processing and evaluation of your application.
All information provided by you will be used for the purposes only. If your application is unsuccessful, we will keep your personal data for a period of 1 year and will destroy it after such period.
Your personal data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers authorized to process the information for the purposes.
If you provide the personal data of any third parties to us, you agree that you have obtained their authorization for us to use the information for the purposes.
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