Montblanc Operations Coordinator, Client Relations

About Montblanc

Montblanc is a global maison renowned for uniting fine craftsmanship, innovation, and timeless elegance across writing instruments, leather goods, watches, accessories, and new technologies. Founded in 1906 and inspired by the spirit of exploration and mastery, the brand offers employees the opportunity to contribute to a heritage of excellence while shaping contemporary luxury experiences for discerning clients worldwide. As an employer, Montblanc values precision, creativity, service excellence, and an entrepreneurial mindset, fostering an international environment where talent can grow across retail, design, manufacturing, marketing, and corporate functions. Its teams are united by a commitment to quality, cultural refinement, and meaningful client relationships.

Role & Responsibilities

• Assist in daily management of web, email, and phone cases, ensuring proper resource allocation and adherence to service level standards
• Support Client Relations Assistant Manager in helping ambassadors achieve performance targets through data-driven analysis of established KPIs
• Provide operational and systems support to ambassadors, including monitoring system issues and coordinating IT ticket resolution with the digital products team
• Own the creation and management of sales orders, including manual order entry and payment processing for corporate orders
• Liaise with distribution and fulfillment center teams to ensure accurate and timely fulfillment of corporate orders including personalization and gift wrapping
• Manage the corporate gift die ordering and personalization process
• Monitor and report on NPS (Net Promoter Score) performance by ambassador; analyze qualitative feedback to identify improvements and train the team on client experience enhancement
• Coordinate with Supply & Merchandising team on stock needs; provide stock visibility across distribution points and manage inventory replenishment via SAP
• Maintain and update the CRC knowledge database in alignment with CRC leadership and Maison stakeholders
• Conduct ongoing training and refresher sessions for ambassadors on operations, processes, and day-to-day responsibilities
• Develop and own the operational roadmap to establish clear processes and optimize systems and tools for enhanced client service delivery
• Lead testing of product releases and system updates (Salesforce, SAP, new features); support special projects including technology rollouts and boutique initiatives
• Deliver monthly reports on operational challenges, feedback, and improvement opportunities based on data insights
• Develop yearly operational plans focused on new initiatives and systems, informed by current CRC performance and luxury industry trends

Qualifications

• College or Technical Degree
• Proficiency in call center environments with demonstrated knowledge of SAP and client services/CRM tools
• Proven experience establishing processes and workflows with systems integration
• 5+ years of experience in luxury retail or luxury service-related industry with understanding of luxury culture
• Excellent verbal and written communication skills with ability to manage multiple tasks simultaneously
• Demonstrated passion for assisting clients (internal and external), developing and motivating teams, and understanding of empathy
• Innovative problem-solving mindset with ability to think strategically and learn new tools quickly
• Technical agility and confidence to work across multiple applications and systems

Skills

Experience

5+ years in luxury retail or service-related industry; demonstrated experience in call center or client relations operations; proven track record of establishing and optimizing business processes and workflows; familiarity with enterprise systems such as SAP and Salesforce in a client-facing context.

Education

College or Technical Degree

Workplace

Benefits

Medical, dental, and vision programs; health savings and flexible spending accounts; life insurance; disability benefits; 401(k) with employer match; paid time off; wellness reimbursement benefit; access to employee assistance program; volunteer days off.

Culture

Montblanc fosters a refined, international workplace culture rooted in craftsmanship, heritage, and a commitment to timeless innovation. As an employer, it values meticulous attention to detail, collaborative excellence, and the personal development of teams who bring its luxury writing instruments, leather goods, watches, and accessories to life.

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.