Client Services Assistant Manager LAC

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.

Client Services Assistant Manager

Cartier | Coral Gables, FL

Primary Duties & Key Responsibilities

Participate in Strategy definition

• The Client Services Assistant Manager is responsible for excellence in Service for watch specialists and boutique networks in LAC.
  
  

Help develop and Apply Strategy

• Develop and apply strategy by adapting the CS global policy for the market and the service management to local specificities with the help of Sr. Manager.
• Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.).
• Implement the Client Service respecting the service Savoir-Faire of the Maison.
• Implement projects and services to improve repair service flow and process according to Cartier standards.
• Propose and participate in all project development regarding Services in our region.
  
  

CS Support within our network for LAC

• Apply and follow the CS fundamentals for the market within the decentralized workshops.
• CS events are be organized when needed, which will help to create traffic and help improve the database segmentation with the support of the CRM team.
  
  

Pilot the CS activity, monitoring, analysis, and reporting

• Perform Analysis: proceed with appropriate analysis of LAC CS 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.
  
  

Client Experience follow-up

Barometer

• 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.\

Complaint management

• 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.

Brand liaison with RTC service center

• 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.
  
  

JOB PROFILE

Education

• Bachelor’s degree preferred but not required, especially in Business or marketing, MBA is a plus.
  
  

Required Experience

• 5 years of experience in customer service, preferably in retail.
• Luxury, Jewelry, and Watchmaking experience is a plus.
• Previous people management and/or project experience is a plus.
  
  

Technical Skills / Abilities

• Must be able to create spreadsheets using Excel.
• Must be able to create presentations using PowerPoint.
• SAP experience preferred.
• Excellent communication and negotiation skills.
• Ability to implement short and long-term projects.
• Maturity, ability to adapt, Customer oriented, demonstrates assertiveness, self-confidence.
• Problem-solving and process management skills
• strong leadership skills.
• Good interpersonal and influencing skills with cross-cutting teams.
  
  

Personal Skills

• Must be fluent in English and Spanish; Portuguese is a plus.
• Good interpersonal and influencing skills with cross-functional teams.
• Excellent communication and negotiation skills.
• Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
• Customer-oriented, business acumen.
• Attentive and patient.
• Management Acumen.
  
  

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their