Cartier · 1 week ago
Regional Senior Client Services Manager
Miami, FL
Full-time
Onsite
Senior Level
7+ years expCartier is a luxury goods company that values diversity and inclusion in its workforce. The Regional Senior Client Services Manager is responsible for excellence in service across watch specialists and boutique networks in Latin America, Mexico, and Brazil, focusing on strategic planning and implementation of client service policies.
JewelryManufacturingRetail
Responsibilities
Oversee and define the market strategy, adapting the CS global policy and the service management to local specificities
Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.)
Define & manage the Client Service process and procedures
Plan, lead, and implement projects and services to improve repair service flow and process from according to Cartier standards
Lead and coordinate Cartier-specific CS topics
Propose and participate in all project development regarding Services in the region
Apply and manage the CS fundamentals for the market within the decentralized workshops
Define and implement CS events to create traffic and help improve the repair service database segmentation with the support of the CRM team
Ensure the boutique staff has the appropriate CS modules training
Become the referent on personalization machines and train the network (webinar and in-person)
Pilot the CS activity, monitoring, analysis, and reporting
Perform Analysis: proceed with appropriate analysis of the CS market performance, KPI results, and all necessary action plans to ensure optimal performance and service
Reporting: ensure the follow-up for the main indicators linked to CS
Ensure Client satisfaction, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, and performances
Collaborate regularly with boutique managers to explain, train, and apply the CASS policy in the POS/BTQs/workshops
Manage the experience Barometer process for both retail and E-commerce: Liaise between Cartier International and local Boutiques regarding mailings and extractions
Discuss with the direct manager the relevant action plan following the results
Manage the follow-up process for complaints received in the Boutiques, workshops, and POS’. Ensure service and client approach are always consistent in the actions taken
Partner with Richemont for CS module training needs
Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service
Manage the relationship with Cartier HQ CS and Richemont CS for client Services procedures and enhancement
Manage by example and foster the Maison values
Ensure an optimized workload share
Strive for team spirit and collaboration
Develop the skills & competencies
Retain the talent
Recruit and onboard newcomers
Share Client Services best practice across the region and with Central teams
Qualification
Required
Bachelor's degree required
7-10 years of relevant work in Client Services, strategic planning, or project management
Luxury, Jewelry, and Watchmaking experience is a plus
Previous people management and/or project experience required
Full proficiency in Microsoft suite
Fluent in English and Spanish required
Excellent communication and negotiation skills
Ability to implement short and long-term projects
Maturity, ability to adapt, customer-oriented, who demonstrates assertive management self-confidence
Problem-solving and process management skills
Very dynamic with team spirit that is essential to coordinate with all the department's different initiatives
Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity
Customer-oriented, business acumen
High level of integrity and widely trusted
Attentive and patient
Ability to actively listen to people's needs and be a team player
Good interpersonal and influencing skills with cross-cutting teams
Preferred
Master's degree preferred
SAP experience preferred
French & Portuguese are a plus
Benefits
Medical, dental, and vision programs
Health savings and flexible spending accounts
Employee assistance program
Life insurance
Disability benefits
401(k) with employer match
Wellness reimbursement benefit
Paid time off
Volunteer time off days
Company
Cartier
Cartier is a luxury goods brand that designs, manufactures, and sells fragrances, accessories, jewelry, watches, and other products. It is a sub-organization of Richemont.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Louis A. Ferla
Chief Executive Officer
Recent News
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