Service Lead

Reference code: JR129848

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 NEW SALES

• 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
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• 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.
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• 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.