Client Services Executive Fixed Term

1 week ago

Sydney, New South Wales, Australia Cartier Full time
How will you make an impact? HOW WILL YOU MAKE AN IMPACT?

With your strong retail knowledge, client centric approach and operational awareness, you will:

Execute Services campaigns based on yearly global CS calendar and ensuring alignment with Service platform, CRM and Marketing Communications departments. Monitor and report on campaign performances via Looker and highlight CS as a strategic tool to be leveraged for client engagement and long-term relationship building. Report monthly on watch warranty registration rates across all channels and provide troubleshooting technical support to frontline staff when required. Support the implementation of Care Services policies, offers and tools across all the network, as well as training and compliance. Complaint management process is top of mind and properly implemented for quick and smooth dispute resolution in the boutique. Equip and train network on Cartier Personalisation tools to further enhance client experience. Propose initiatives locally to maximise Care Services adoption and results. Collaborate with Retail Operations, Boutiques and Service platform to identify operational pain-points and drive CS improvement plans across all networks to ensure compliance with Cartier and Richemont guidelines. Ensure close partnership and collaboration with the Service platform driving quality of service (delay) and application of Cartier policies Support Retail teams with the inventory of repair orders to ensure full compliance. Support Retail teams ensuring CS operations and process used are up-to-date and aligned with the boutique operations manual. Report monthly on repair orders, trends and KPI results Escalate quality feedback through internal portal to raise awareness and drive continuous improvement Be the CS key referent and system user for the business locally Collaborate with Learning & Development team to identify CS training opportunities and create relevant modules addressing ever changing expectations.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

We believe in shared success and understanding that with your actions you elevate your team and the Maison. To contribute to team success, you will have:

Client-centric in approach with the ability to balance the needs of the business with client expectations Excellent written and verbal communication skills with attention to detail and tone Attentive and patient; a good listener with empathy, emotional control, tolerance, and discernment Problem-solving with the ability to handle diverse tasks, working to deadlines High level of integrity and trust Open, flexible, and agile to changing priorities under pressure Ability to self-motivate and self-manage Analytical approach; experienced in using reporting tools

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