Cartier Regional Senior Client Services Manager

Cartier, a distinguished member of the Richemont Group, is renowned for its exquisite craftsmanship and luxury offerings. As part of Richemont Americas, Cartier is committed to fostering a diverse and inclusive workforce that mirrors the rich diversity of its clientele and communities. The brand is dedicated to nurturing creativity and excellence through embracing varied backgrounds and perspectives.

1. Define and manage the Client Services strategy for Latin America, Caribbean, Mexico, and Brazil, aligning with global policies while adapting to regional specificities.
2. Oversee the implementation of the International Service Policy, including pricing and marketing elements.
3. Lead projects to enhance repair service flow and processes in accordance with Cartier standards.
4. Coordinate and support Client Services within decentralized workshops across the region.
5. Conduct analysis of market performance and key performance indicators to ensure optimal service delivery.
6. Manage the Client Experience Barometer process for both retail and e-commerce.
7. Handle complaint management processes to ensure consistent client service.
8. Build and maintain strong relationships with Richemont repair centers and Cartier headquarters for service enhancement.
9. Manage and develop the regional team, fostering Maison values and ensuring talent retention.

1. Bachelor’s degree required; Master’s degree preferred.
2. 7-10 years of relevant experience in Client Services, strategic planning, or project management.
3. Experience in luxury, jewelry, or watchmaking industries is advantageous.
4. Previous experience in people management or project leadership.

1. Proficiency in Microsoft Office Suite.
2. Fluency in English and Spanish; proficiency in French and Portuguese is advantageous.
3. Experience with SAP preferred.
4. Strong communication and negotiation skills.
5. Ability to manage both short and long-term projects.
6. Demonstrated problem-solving and process management capabilities.
7. Dynamic team player with strong interpersonal skills.

7-10 years of relevant experience in Client Services, strategic planning, or project management, preferably within the luxury, jewelry, or watchmaking sectors.

Bachelor’s degree required; Master’s degree preferred.

Salary will be negotiated based on relevant skills and experience.

Richemont offers a comprehensive benefits package including medical, dental, and vision programs, health savings and flexible spending accounts, life insurance, disability benefits, and a 401(k) plan with employer match. Additional benefits include wellness reimbursement, paid time off, and volunteer time off days.

Cartier, as part of the Richemont Group, champions a culture of innovation, inclusivity, and excellence. The company values diversity and strives to create a supportive environment where creativity and knowledge thrive. Employees are encouraged to contribute to their communities and engage in initiatives that drive positive change.