Service Salon Manager - Design District

Richemont•Miami, FL

74d•Onsite

About The Position

Richemont, a global luxury goods conglomerate, is seeking a Service Salon Manager for Cartier North America. This role is crucial in upholding the Cartier Client Experience, managing and developing the Service Salon team, driving business objectives, and ensuring exceptional client relationships and operational standards. The ideal candidate will possess strong leadership skills, a deep understanding of luxury service, and the ability to foster a positive work environment.

Requirements

3-5 years of supervisory experience, especially in after-sales service/customer service.
Required experience in managing direct reports.
Exceptional skills in Microsoft Office applications, especially Excel.
Must be available to work retail hours including weekends.
Ability to work with a team in a fast-paced environment.
Excellent analytical, organizational, and interpersonal communication skills.
Ability to handle multiple tasks simultaneously.
Proactive approach to analyzing business and human resource needs.
Ability to motivate and develop team as per Cartier's image.
Possess deep understanding and knowledge of brand and full range of all products and services.
Understand and comply with Cartier security and operational procedures.

Nice To Haves

Bachelor’s degree in a business-related field.
Additional language skills (Mandarin, Portuguese, Russian).
Utilization of SAP.

Responsibilities

Manage and develop the Service Salon team, providing guidance, support, and conducting regular team meetings.
Actively recruit and maintain a talent pipeline, identifying training needs and coaching opportunities.
Lead the performance management process, including individual meetings and biannual performance reviews.
Perform administrative and HR tasks such as commission accuracy checks, scheduling, payroll, and overtime management.
Assess potential and propose development opportunities in partnership with boutique management, HR, and Career Committees.
Create a positive and united work environment amongst all staff, providing spot coaching on communication.
Drive self and the service team to consistently exceed service results and achieve service goals.
Provide service analysis, propose and implement action plans to maximize opportunities.
Seek feedback from the service team to enhance the client experience.
Act as the lead liaison between the Client Experience Director and the service team.
Determine and monitor individual and team KPIs.
Manage inventories and model stock in coordination with merchandising departments.
Ensure alignment of actions with company guidelines.
Participate as a member of the boutique's overall management team.
Ensure exceptional client experience and develop client relationships.
Ensure the team consistently provides an exceptional client experience with courtesy and professionalism.
Partner with the Client Experience Director to propose and implement outreach strategies to grow VIP client loyalty.
Assist clients with the sales and service of Cartier products as needed.
Lead all Service initiatives to enhance client experience.
Apply guidelines for escalation processes to accommodate client issues.
Ensure image and operational flow according to Cartier standards (restocking, repairs, maintenance).
Run anomaly reports to optimize the client experience.
Ensure accurate data quality for Service-related processes.
Partner with Boutique Management, Workshops, and Call Center to manage client expectations.
Support boutique management with boutique controllable operating expenses.
Perform daily set up and break down of the boutique for opening/closing.
Assist with boutique projects such as inventory, organization, and restocking.
Assist in merchandising and daily maintenance of cases, maintaining visual standards and product organization.