Cartier Client Relations Supervisor

Cartier, a prestigious name in the luxury goods sector, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Cartier offers a dynamic and innovative work environment where employees are encouraged to excel and contribute to the brand's legacy of excellence. The company is committed to fostering a culture of creativity and collaboration, providing opportunities for professional growth and development.

1. Lead the Client Relations Center (CRC) frontline team to achieve annual sales targets and maintain service quality standards.
2. Develop and implement strategic plans in collaboration with senior management to align with corporate policies and market conditions.
3. Facilitate the achievement of CRC goals through effective progress management and team motivation.
4. Promote the importance of clienteling and long-term client relationships, encouraging collaboration with boutiques and offices.
5. Support team member growth through real-time feedback and coaching, enhancing individual and team performance.
6. Ensure high-quality customer service and manage customer satisfaction levels according to Japan Base standards.
7. Oversee complaint resolution and ensure compliance with company protocols.
8. Utilize customer data for CRM activities and direct repair services to enhance client experience.
9. Provide leadership in training and development opportunities for team members, including real-time feedback and coaching.
10. Manage team schedules, attendance, and performance evaluations to foster a high-performance environment.
11. Uphold Cartier's luxury brand image and standards in all CRC operations.
12. Ensure compliance with operational and business model standards, including digital tool utilization.

1. Proven management experience in a medium-sized call center, overseeing a team of approximately 10 members for over 5 years.
2. In-depth understanding of omnichannel marketing and non-face-to-face customer engagement and sales.

1. Proficiency in digital tools such as Salesforce.
2. Ability to evaluate talent and identify capabilities necessary for goal achievement and personnel evaluation.
3. Decision-making skills to assess situations and make optimal choices.
4. Delegation skills to share authority and responsibility with team members.
5. Feedback skills to provide specific, objective feedback for member improvement.
6. Coaching skills to evaluate and guide member growth.
7. Active listening skills to understand and respond to team and client needs.
8. Relationship-building skills to foster effective communication and negotiation.
9. Empathy to understand and consider others' feelings.
10. Entrepreneurial spirit to set and pursue high goals.
11. Influence and persuasion skills to impact others' decisions and actions.
12. Adaptability to manage organizational change and minimize resistance.
13. Conflict management skills to address disputes constructively.
14. Stress resilience to handle psychological and emotional challenges.
15. Networking skills to maintain active communication networks.
16. Problem-solving skills to address and resolve issues constructively.

Minimum of 5 years in a supervisory role within a medium-sized call center, with experience in omnichannel marketing and non-face-to-face customer service and sales.

Cartier offers a comprehensive benefits package, including health insurance, retirement plans, and opportunities for professional development within a leading luxury brand.

Cartier fosters a culture of excellence and innovation, where employees are encouraged to contribute to the brand's legacy of luxury and craftsmanship. The work environment is collaborative and dynamic, with a focus on personal and professional growth.