Cartier Client Service Manager

Cartier, a renowned name in the luxury sector, is part of the Richemont Group, a conglomerate known for its prestigious brands in jewelry, watches, and fashion. As an employer, Cartier is committed to excellence, fostering a culture of innovation and dedication to superior client service. The company offers a dynamic work environment where employees are encouraged to develop their skills and contribute to the brand's legacy of luxury and elegance.

1. Define and implement the local market strategy to enhance client loyalty and sales conversion.
2. Ensure alignment of Client Service & Experience policy with Central standards.
3. Lead projects to improve repair service flow and processes according to Cartier standards.
4. Oversee the efficiency of the Client Service network and plan future strategic initiatives.
5. Implement and coordinate the International Service Policy, including pricing and repair policies.
6. Lead and develop the Cartier Client Service community, supervising and coaching team members.
7. Analyze boutique Client Service performance and ensure optimal service delivery.
8. Coordinate the Client Experience Barometer process and implement action plans based on client feedback.
9. Manage product-related client complaints and ensure consistent application of brand policy.
10. Leverage service tools to enhance the client service experience.
11. Collaborate with the Richemont repair center and ensure adherence to Cartier policies.

1. University degree followed by 8-10 years' experience in customer service, preferably in retail.
2. 3+ years of management experience, preferably in a high volume or luxury environment.
3. Experience in watchmaking and/or jewelry is a plus.

1. Fluency in Japanese and English at a native or near-native level.
2. Proficiency in Excel and PowerPoint.
3. Excellent communication and negotiation skills.
4. Strong interpersonal and influencing skills.
5. Strategic thinking and problem-solving abilities.

A minimum of 8-10 years in customer service with at least 3 years in a managerial role, preferably in the luxury retail sector.

University degree required.

Cartier offers a comprehensive benefits package, including opportunities for professional development and a supportive work environment that values diversity and inclusion.

Cartier fosters a culture of excellence and innovation, where employees are encouraged to contribute to the brand's legacy. The company values diversity and inclusion, providing a supportive environment for professional growth and collaboration.