Reference Code: ‎96948

Client Service Project Manager

Dubai, DU, AE
Permanent
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 ‎9000+ colleagues of ‎105 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.

Are you what we are looking for?
Are you eager to deliver stellar client experience? Are you willing to be part
of a dynamic and passionate team? If so, we would like to talk to you about
the opportunity to join our team as a Client Services Project Manager.

Main mission
Assist the Client Experience Manager in the client service strategy
implementation, adapting the global CS policies and the service management,
respecting the service standards of the Maison

What are our expectations from you?

Pilot the CS activity, monitoring, analysis and reporting
* Drive CS performance through close monitoring, reporting & analysis (Care services report, CS CB Challenge…)
* Identify of levers for improvement via CS Client Barometer, boutiques' feedback and define action plans to support boutiques
* Be proficient in all Cartier operations systems (DARE/ SAP Gemini) & CS tools, and ensure that the CS team is fully trained
* Monitor stock & usage of CS tools for boutiques (Spare parts, CS tools & machines, etc.) & ensure ordering in timely manner according to budget & cost
* Provide quality feedback to local and Central CS (Brand and Richemont) as well as manufacturing teams
* Collaborate regularly with boutique managers (CS team leaders, Client Deputy) in meeting, boutique visits or one to one) to explain and train, and ensure application of CS policy & Procedures in the boutiques
*
Lead CS projects implementation to drive service excellence & client
satisfaction
* Plan, lead and implement projects and services to improve repair service flow and processes adhering to CS & commercial policies (delays, return unrepaired, warranty, discount & gratuities)
* Support in implementation of client treatment programs (service plans, courtesy loaning) in order to maximize client loyalty & satisfaction (from targeting to implementation & follow-up)
* Continuous improvement on services offer (i.e. Personalization. White Gloves), through regular competitors benchmark

Complaint management
* Support the boutiques in containing complaint management providing control on the solutions provided to clients across the market
* Monthly tracking of market complaint using Salesforce tool
* Define with the Boutique CS (Client managers, CS team leaders) an action plan to improve processes and ensure complaints are minimized

CS Community & Development
* Liaise and collaborate with Cartier HQ CS and Richemont CS for Client Services procedures and enhancement
* Build and ensure a strong relationship and collaboration with our service platforms (RCS) and other partners regarding quality of service (delay) and application of Cartier rules and policies
Support in CS Metiers evolution initiatives (Needs assessment, Roles &
Responsibilities, Onboarding & trainings etc.)

Who you are:
PROFILE
* ‎3-‎5 year's experience in customer service, after-sales, preferably in Retail
* Luxury Jewellery and/or Watchmaking experience is a plus
* SAP experience preferred
* Strong analytical skills and attention to details . Must be proficient in MS Office (Excel & Powerpoint)
*
SKILLS/ABILITIES
* Ability to implement short and long-time projects
* Hands on attitude
* Strong leadership skills
* Good interpersonal and influencing skills with cross-functional team
* 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
* Business acumen
* High level of integrity and widely trusted
* Attentive and patient; ability to listen to people's needs and making decisions that balance policy and individual requests
* Open, flexible, adaptable, tolerant
* Act as a team player

What we offer you:
More than a job an Experience!

Cartier is one of the world's most esteemed French Maisons, which designs
timeless watches, jewelry and accessories that celebrate beauty and
individuality in all its forms. For more than ‎170 years we have embraced a
bold, pioneering spirit that continues to inspire our teams across all our
Metiers from our boutiques to our workshops and corporate offices

Our ‎7,500+ colleagues of ‎90 nationalities are united by a shared independent
spirit and commitment to excellence, striving to continuously enrich our
Maison's heritage by expanding the
limits of creativity.

As a place where singularity thrives together, we value the uniqueness of our
people and we see the results of what we do because we are on the journey
together. Here, we offer exciting opportunities to grow professionally and
personally in a supportive environment which in turn inspires the Cartier
creations that become icons in the world of luxury.

Quite simply, Cartier is a place like no other. We welcome you to our Maison!