Regional Senior Client Services Manager

Richemont•Miami, FL

65d

About The Position

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. At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Requirements

Bachelor’s degree required.
7-10 years of relevant work in Client Services, strategic planning, or project management.
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.

Nice To Haves

Master’s degree preferred.
Luxury, Jewelry, and Watchmaking experience is a plus.
French & Portuguese are a plus.
SAP experience preferred.

Responsibilities

Define & Manage the Client Services Strategy for LAC, Mexico, and Brazil
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).
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.