Reference code: JR129861
The story of Cartier is founded on curiosity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 10,000+ colleagues of more than 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 and innovation.
1. Project management
- Understand the Maison strategy, the CS market action plan, and the projects identified for the fiscal year
- Based on understanding of the CS market action plan, as well as continuous research and analysis of the environment, propose and lead local initiatives to enhance the service quality level
- Drive HQ projects (Service Treatment plan, Pearl-necklace project, Watch tester roll-out, etc) as well as local projects (in-BTQ personalization, CS experience in renewal and new boutique opening, CS APP, etc)
- Act as the project owner and leader, and choose the project members needed to accomplish the goal
- Clarify the objectives & success-measurements, create and follow a clear local roadmap, involve the relevant members and share milestones at appropriate times
- Collaborate closely with all counterparts to ensure a smooth and successful completion of the project
- Be accountable for results, and raise visibility of CS activities across the Maison
2. Cross-team support
- Support the CS Manager in its reflection around the local CS Strategy to raise overall CS client satisfaction
- When needed, support other team member’s activities and projects, whether it’s within CS or company-wide
- Bring own project management skills to support and contribute, as a project member, to the success of the Cartier Japan initiatives
- Always think client-first, and advocate for excellent services in every initiative
- Be the role-model in terms of project management and lead by example to demonstrate excellent organization skills and time-management
- Be the key-contact person for international team
3. CS Community animation
- Be an active member of the CS community by participating in all meetings, trainings and conversations: CSM, CS Leaders, CS Advisors
- Make and spend time understanding the metier of a CS Advisor & Dealer to retrieve feedback on how to enhance Cartier service through projects: boutique visits, surveys, interviews, focus groups
- Deeply understand the function of Richemont CS to enhance collaboration with them
- Share frequently the relevant updates on ongoing-projects: monthly CS activity report, Business Planning Meeting, Project Update Meeting, etc
- Support the development and enhancement of client satisfaction by using client intelligence tools such as Looker, Medallia, Customer Knowledge Center
- Be the point of reference for Client Experience Barometer for CS
- Create and organize activities to share the best practices of CEB and increase the CEB score above target score
- Share and communicate the customer service KPI in order to animate the CS, and enhance the service level
- Based on the above, suggest new initiatives, processes or functions to improve CS operations and quality of service
SKILLS
- Excellent communication skills with cross-functional teams
- Client-centric and service-minded
- High level of integrity and accountability
- Great organization skills and time-management
- Forward-thinking & strives for excellence
- Ability to navigate uncertainties and manage complexity
- Japanese: Native Level
- English: Business Level
