Reference Code: ‎71109

V.I.E - Client Engagement and Services Coordinator - Dubai

Dubai, DU, AE
VIE
The story of Cartier is founded on audacity and passion. For more than ‎170
years we have embraced a bold, pioneering spirit that continues to inspire our
teams across all Metiers from our boutiques to our workshops and corporate
offices. Our ‎8,500+ colleagues of ‎90 nationalities are united by a shared
independent spirit and commitment to excellence, striving to continuously
enrich our Maison's heritage by pushing the boundaries of creativity.

MAIN PURPOSE

As part of the our MEIA Client Relations Team in the role of V.I.E - Client
Engagement and Services Coordinator, you will be responsible to achieve that
client experience continues to be elevated across all touchpoints of the
Cartier MEIA Region. You will thus be responsible to achieve this through
three main pillars of activity, the Client Relations Center, the Client
Barometer and Clients Services. The length of this V.I.E assignment is ‎12
months and ideally starts in September ‎2022 , the position is based in
Dubai.

HOW WILL YOU MAKE AN IMPACT?

Client Relations Center

• Build and maintain strong and trustworthy relationship with the external agency team that provides Client Relations;


• Act as the main point of contact in any case that requires support, work with internal stakeholders if required to provide a timely and accurate answer;


• Support in the roll out of new channels and services like video call or an automated appointment booking tool;


• Continuously seek to enhance the existing experience provided to clients by monitoring the team and enquiries received, identifying gaps and making recommendations on how to improve;


• Support in the continuous development of the Client Relations Center team members;


• Lead on any reporting and analysis as well as the animation of the team through dedicated initiatives;


• Support in presenting updates and sharing information about the Client Relations Center with internal stakeholders;


• Monitor the client experience across all channels to provide feedback and action plans for improvement.

Client Barometer

• Act as the regional expert on the Client Satisfaction survey tool;


• Work closely with the Central team on all localizations and tool enhancements;


• Support in maintaining the user access, user visibility and the proper functioning of the tool so the correct surveys are sent to clients;


• Understand the results and contribute to the development of action plans in order to drive the ultimate objective of improved client satisfaction;


• Train and develop the market teams in order to increase their knowledge and usage of the tool;


• Identify areas of opportunity to develop the way the tool is used in the MEIA Region.

Client Services

• Support in animating the client service community across all markets;


• Support in developing the client service strategy in new markets like Turkey, Israel and India;


• Work with the market teams to ensure their action plans are implemented;


• Act as a client service key referent and provide ad hoc support for all market teams on client service topics;


• Monitor and follow up on complaints, and analyse typology in order to build action plans to reduce overall volume and improve client satisfaction;


• Work closely with the Client Engagement and Services Manager to identify areas of improvement in client services that are common to the region and action them with the market teams.

Additional Responsibilities

• Work in an agile manner in case required to support on topics beyond immediate scope of work, in particular, events;


• Participate in planning the agenda and accompanying guests from other markets or the Central teams when they visit;


• Proactively contribute to the MEIA Client Department in any way suitable.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

You have a Bachelor Degree in Communication or Marketing / Business Management
and have ideally worked or seek interest in the Luxury Industry. You show
strong communication skills, you are client-centric and goal oriented. Fluency
in English is required, the knowledge of an additional language such as French
or Arabic is a plus.

As a Client Engagement and Services Coordinator, you will have a great
opportunity to be an essential contributor in a dynamic team, working for the
success of a first-class Luxury Maison under strong business acceleration and
transformation. The following skills will enable you to be succesful in this
role:

• Client-oriented and passionate about continuous improvement


• Empathetic and resilient in order to effectively find solutions under pressure


• Self-aware, confident, assertive and able to coordinate between multiple stakeholders at all times;


• Self-motivated and able to work autonomously and on multiple topics;


• Curious and have a vision for the role and a drive for excellence;


• Ability to complete reports and understand data.

YOUR JOURNEY WITH US

• Firstly, you will be engaging with an online video interview of 15min for us to assess your understanding of the position, and motivations


• Subsequently, you will be meeting with International Talent Acquisition team to dive deeper and assess your fit to this role


• Finally, you will be able to meet with the local Hiring Team (Local HR and Hiring Manager).

WHAT WE OFFER YOU

We offer exciting opportunities to grow professionally and personally in a
supportive and international environment. The industry is transforming, it is
an exciting time to join the Maison and to be at the forefront of this
industry-wide transformation.

As a V.I.E in our subsidiary in Dubai, you will benefit from:
* ‎12 month's contract (renewable to ‎12 more months)
* Housing allowance
* Monthly allowance not subject to taxes
* Travel cost linked to the move
* Health insurance

ELIGIBILITY TO THE VIE PROGRAM:

Important: Kindly note that the V.I.E Program requires applicants eligible
to the V.I.E criterias.*
The V.I.E Program is run under the authority of the French Ministry for
Economy and Finance and that of the Ministry of Foreign Trade, all details can
be found on the Civiweb website: * https://mon-vie-
via.businessfrance.fr/informations-pratiques-sur-le-volontariat-international