Client Service Supervisor - Bond Street (12 month FTC)
Posted 1 day 16 hours ago by Richemont
London, LND, GB
Fixed Term
The story of Cartier is founded on audacity and passion. For more than 170 years, we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers, from boutiques to workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and a commitment to excellence, striving to enrich our Maison's heritage by pushing creative boundaries.
HOW WILL YOU MAKE AN IMPACT?
Act as an ambassador of excellence in Service, supervising after-sales services in the boutique: CS team and client complaints. The CS supervisor must demonstrate extensive experience and a practical understanding of Brand policies and procedures. They are responsible for supervising CS practices to ensure client satisfaction and loyalty, as well as driving team performance and development.
WHAT WILL BE YOUR MISSION?
Operational Excellence in Care Service
- Maintain high service standards in the showroom
- Ensure consistent application of brand policies
- Register and manage client repairs
- Oversee Care Service communication; ensure client inquiries are handled efficiently and effectively, both in person and via phone, and followed through to ensure client satisfaction
- Monitor and follow up on client complaints; optimize CS commercial claim management (organization, meetings, correspondence)
- Support Client Service Associates in resolving client issues
- Enhance daily team organization and floor management to reduce waiting times in-store and remotely
Client Service Team Management
- Supervise the CS team: coaching, training, motivating, supporting performance reviews of Client Service associates and admin team
- Contribute to and deliver objectives set by the Boutique Manager and Client Service Manager
- Monitor qualitative and quantitative CS objectives to meet service level expectations through monthly meetings
- Manage the CS team's monthly budgets and targets
- Apply and promote Cartier Care Service fundamentals within the team
- Foster a vibrant commercial environment within the CS department; motivate teams and identify training needs
- Liaise with management to continuously improve client service
Piloting CS Activity for the Boutique
- Ensure proficiency in Cartier operations systems and that the CS team is well-trained
- Collaborate with the Boutique CS Manager to develop action plans for process improvements and complaint reduction
- Ensure proper invoicing codes are used and gratuities are minimized
Platform Relationship Management
- Build strong relationships with service platforms and partners regarding service quality and policy adherence
- Coordinate with technical staff for smooth CS operations
- Control lead-times and ensure invoicing is up-to-date
- Organize special strap orders with merchandising
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
- Excellent communication skills in verbal and written form (second language appreciated)
- Strong interpersonal skills
- Ability to prioritize in a high-traffic environment and work under pressure
- Experience with sophisticated clientele, impeccable presentation, numeracy, articulation, politeness, patience, and attention to detail
- Solution-oriented and client-focused
- Reliable and adaptable
- Proficient in MS Office and SAP
- Fluent in English; additional languages are a plus
- Management/leadership experience, preferably in the watch/jewellery sector
WHAT DO WE OFFER?
At Cartier, we value diversity and inclusion, believing that they foster creativity and excellence. We are committed to creating a workforce that reflects our clients and communities.
We offer opportunities for professional and personal growth in a supportive environment, inspiring Cartier creations that are icons in luxury.
We celebrate diversity and provide equal opportunities for all, believing that embracing differences leads to innovation and success.
Join us and experience a workplace like no other. Welcome to our Maison!
YOUR JOURNEY WITH US:
Our recruitment process aims to provide valuable exposure to key decision-makers and influencers:
- Initial screening call with Richemont Talent Team
Richemont owns several leading luxury brands, including Cartier, which joined the Group in 1988.