Mayors Service Consultant

Role & Responsibilities

• Coordinate, prioritize, communicate and follow up on all service orders, overseeing client repairs from intake through completion.
• Deliver exceptional service to internal and external clients, exceed expectations and follow up to confirm satisfaction and encourage further business.
• Identify and share best practices across the business.
• Build a thorough understanding of watch functions and teach others when needed.
• Measure wrist sizes, change straps and size bracelets.
• Use up-selling and cross-selling techniques for aftercare and special-order services to generate revenue.
• Provide clients and staff with clear service-status updates; respond to client queries by telephone or email within the agreed timeframe.
• Maintain the organization of the Aftercare area, toolkits and spare-parts catalogue.
• Audit repair tools monthly and audit repairs weekly through Perpetual Inventory, with bi-weekly follow-up on repairs with vendors and clients.
• Wrap timepieces for protection, activate warranties, prepare timepieces after transactions, and prepare and ship repairs.
• Maintain cohesive working relationships between Aftercare and other departments and boutiques, and collaborative relationships with Service Centers.
• Maintain departmental objectives, PCI compliance and audit policy.
• Represent company and brand values; attend departmental meetings and represent the brand at internal and external meetings and training.
• Recommend changes to systems and procedures to improve showroom operating efficiency, and continually review practices to ensure best practice.
• Apply the Equal Opportunities policy in daily activities where possible.
• Take responsibility for personal and colleagues’ health and safety in accordance with applicable policies and directives.
• Follow IT policies and help ensure new systems and data are secure.
• Complete other tasks and responsibilities assigned by management.

Qualifications

• Experience with luxury watches.
• Technical knowledge of timepieces and ability to change or size straps and bracelets.
• Knowledge of legal requirements relevant to the role, particularly retail law, health and safety, and security.
• Ability to manage and deliver operating costs and identify suitable efficiency improvements.
• Excellent project, planning, change and time-management capabilities.
• Exceptional communication and interpersonal skills.
• IT literacy.
• Strong numeracy and ability to understand and analyze performance and make effective decisions to achieve KPIs.
• Results-focused, with an understanding of business and client priorities.
• Flexible and adaptable to change.
• Ability to work a flexible schedule, including nights, weekends and holidays, to meet business needs.
• Ability to stand for long periods.

Skills

Experience

Experience with luxury watches.

Benefits

Benefits are mentioned alongside competitive compensation.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.