Service Lead

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

KEY RESPONSIBILITIES

Key responsibility 1:

CLIENT SERVICE EXCELLENCE (30%)

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CLIENT SERVICE:

• Promote a service culture by integrating service standards, tools and updates into daily operations.
• Act as the service referent disseminating service knowledge, updates, procedures, and best practices to all boutique staff
• Drive positive change through collaboration with boutique team.
• Ensure accurate data recording for personalized follow-up, Cartier Care registration, and a seamless omnichannel client experience.
• CS Lead time monitoring
• Ensure timely action on tasks in CS in MyClients

BUSINESS GROWTH: CONVERSION OF SERVICE CUSTOMERS TO NEWSALES

• Develops long-lasting and sincere relations with the clients that lead to new future sales.
• Aids the boutique Director to establish direct contact with the VIP clients, and/or acts as a Maison ambassador while representing the Maison in meetings, events, charity dinners and other activities related to work.

Key responsibility 2:

CLIENT EXPERIENCE & LOYALTY BUILDING (30%)

CLIENT EXPERIENCE:

• Provide expertise on complex client cases including complaints to transform them into positive experiences and opportunities.
• During peak periods, support service drop offs, pick ups and in-store service to ensure smooth client flow.
• Recognize clients and proactively promote relevant services based on their product’s lifecycle.
• Adopt a “service to sales” mindset, aligned with Chez Cartier’s values, to proactively strengthen client relationships, boost conversion, and improve client satisfaction.
• Data capture (FTR, accuracy, qualitative comments, etc)

CLIENT EXPERIENCE FOLLOW-UP

• Controls and does the follow ups on the delays, unrepaired returns warranties, billing and discounts.
• Designs and executes assertive-effective solutions to the complaints/problems of the client.
• Finds areas of opportunity and optimizes processes.
• Carries out the necessary actions to ensure the fulfillment of Barometer objectives.
• Ensures the Cartier experience in all of the service ranges offered by CS

Key responsibility 3:

OPERATIONAL EXCELLENCE & COMPLIANCE (20%)

• Manage seamless repair processes, collaborating with internal stakeholders to align with client expectations.
• Champion the proper use of CS digital tools and in-boutique machines through guidance, training, and incident management.
• Assist with services daily operations (repair stock, quality checks) and global boutique operations (set up, merchandising, inventory)
• Personalization machine(s) management, support & training
• undefined
• Manages the correct execution of CS operations:
  • Assess CS strategic campaign.
  • Control and follow up of the service status weekly and monthly basis.
  • Review and share After-sales Barometer while partnering with Boutique managers to elevate KPIs and share best practices
  • Secure Stock control of under repair pieces and sales of spare parts to clients.

Key responsibility 4:

LEAD ACTIVITY EVOLUTION (20%)

DRIVE THE ACTIVITY, MONITORING, ANALYSIS AND CS REPORTING

• Leverage boutique KPI’s CEB, and client insights to identify improvement opportunities
• Provide strategic input to office teams to enhance service offerings and processes.
• Stay current on local and global industry practices and competitive trends.
• Act as key referent for service project pilots and support management in rolling out new ways of working.
• Navigate through activity changes effectively by managing ambiguity.
• undefined
• Analysis and reporting:
  • Analyzes the CS performance of the boutique. 
  • Reports the individual KPIs results.
  • Ensures the accomplishment of the plans of action and does the follow ups of the necessary actions to optimize performance and service within the area.

#Richemont #WeCraftTheFuture