Cartier Client Services Team Leader

Sydney • Australia

Wednesday, February 12, 2025

Cartier, a prestigious name in luxury jewelry, is part of the esteemed Richemont Group, a conglomerate renowned for its portfolio of leading luxury brands. As an employer, Cartier offers an environment where innovation meets tradition, providing employees with opportunities to excel in a dynamic and sophisticated setting.

1. Lead by example, delivering exceptional service and acting as the first point of escalation for complex client issues.
2. Uphold luxury service standards, ensuring seamless client interactions.
3. Provide expert guidance on Cartier products and services.
4. Drive personalized client experiences, fostering loyalty and repeat business.
5. Supervise, motivate, and develop a team of customer service professionals.
6. Set goals, conduct performance evaluations, and provide constructive feedback.
7. Ensure consistent communication with the Client Service Manager regarding team performance, successes, and challenges.
8. Oversee client service processes, including repair orders and data management.
9. Monitor stock levels and ensure compliance with brand policies and procedures.
10. Meet service lead times, client satisfaction metrics, and other KPIs.
11. Promote teamwork, inclusivity, and a positive work environment.
12. Coordinate with Sales, Technical, and cross-functional teams for seamless client services.
13. Partner with Richemont CS Platform and stakeholders to manage complex repairs or client needs.
14. Work closely with Head Office to share feedback, recommend improvements, and ensure Cartier standards are met.

1. Minimum of 3-5 years in luxury client service or a related field, with proven leadership or supervisory experience.

1. Excellent verbal and written communication skills, with the ability to handle complex client situations diplomatically.
2. Strong ability to troubleshoot, resolve conflicts, and find solutions to enhance the client experience.
3. Highly organized with attention to detail, capable of managing multiple tasks and priorities.
4. Strong understanding of technical repair processes and service policies; SAP knowledge is a plus.
5. Demonstrated ability to motivate and mentor team members while maintaining a positive, professional working environment.
6. Strong work ethic and passion for delivering excellence in client service.
7. Adaptable to changing priorities and capable of working under pressure.

3-5 years in luxury client service or a related field, with proven leadership or supervisory experience.

A competitive salary along with a range of market-leading incentives.

The role offers the chance to work within a globally recognized flagship boutique, opportunities for career advancement within Cartier and the Richemont Group, and regular exposure to local and international senior leaders.

Cartier fosters a culture of excellence, inclusivity, and innovation. The workplace environment is dynamic and diverse, encouraging collaboration and personal growth while maintaining the highest standards of luxury service.