MAIN PURPOSE
The Client Service Project Manager is responsible for excellence in Client experiences for internal and external clients ; By providing full and cross functional supports for all networks and boutiques. Successful implementation of the Client Service Strategy and a key factor in the CS activities, creating privileged relations with the local Richemont teams and various stake holders in the group.
KEY RESPONSIBILITIES
Key responsibility 1: Management of Care Service/after sales service Journey and operations
- Management A to Z care service/after sales service journey across retail networks; Domestic retail, Travel retail, Specialists (dealer POS), Ecommerce and Call center.
- Actively participate in CS process updates and improvements for better client experiences in boutiques.
- Identify training & coaching needs and plan and provide the training and boutique visits when necessary for boutiques.
- CS KPI management and communication with boutiques and RCS (Richemont Customer Service) on a monthly basis.
- Define the market strategy adapting the CS global policy and the service management to local specificities.
- Communicate and implement the International Service Policy in cooperation with retail and RCS(Richemont Customer Service) teams and inform boutiques in timely manner.
- Plan, lead and implement projects and services to improve repair service flow and process.
- Propose and take part in all project development regarding Care Service in Boutiques
- Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans in order to ensure optimal performance and service
- Reporting: ensure the follow up for the main indicators linked to CS.
- Monitor stock management follow-up (ROs inventories, spare parts, leather strap, etc.)
Key responsibility 2 : CRC (Client Relationship Center/Call Center) Project management
- Management of annual projects planned for CRC
- A Project leader of all projects involving CRC in collaboration with CRC operation manager and leaders.
- Draw a local annual plan and road map and execute : through follow up on project plans and operations, close communication with Central on local CRC¨s requests.
- Internalization project : deeply involve in set-up inhouse CRC and a key person for Cartier
Key responsibility 3 : CRC (Client Relationship Center/Call Center) quality management
- Management of external partner for CRC to meet Cartier service standards.
- Ensure the quality of service provided by CRC, to client and boutiques.
- KPI reviews and management
- Report review and monthly operational meeting with partner
- Seek any room for improvement and training needs for better client experiences for clients and boutiques and plan & provide training accordingly.
Key responsibility 4 : Management of Client Marketing projects
- Plan and set up a client marketing projects in accordance with HQ plans and communications.
- Coordinate the client marketing projects to provide the extraordinary Cartier experience for the clients and boutiques as the 1st class Maison.
- Plan, execute the CS plans and follow ups and report the results to Central.
- Identify rooms for improvements in terms of process and application on Client marketing promotions for better use with ease for clients and boutiques.
- Forecasts and analysis on service plan activations.
Miscellaneous : Budget management & projects management
- Participating in forecasts and through follow up on budget use and diligent updates according to the project launches and boutiques¨ needs
- Participate in ad-hoc projects operated by Cartier and Richemont group
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PROFILE
- University degree followed by 8-10 years¨ experience in customer service, preferably in Retail business. Luxury Jewelry and/or Watchmaking experience is a plus
- 5+ years of management experience with preference to high volume and/or luxury environment and the proven ability to develop and mentor staff.
- Project management skills is a must
- Strategic overview
- Fluency in English
- SAP experience preferred
- Spreadsheets in Excel and presentations in Power Point is MUST
SKILLS/ABILITIES
- Ability to implement short and long time projects
- Hands on attitude
- Good interpersonal and influencing skills with cross-cutting teams
- 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.
- Customer oriented, business acumen.
- High level of integrity and widely trusted
- Act as a team player