Piaget Client Service and Boutique Operations Coordinator

About Piaget

Piaget, a distinguished member of the Richemont Group, is renowned for its exceptional craftsmanship in luxury watches and jewelry. As an employer, Piaget offers a prestigious environment where innovation meets tradition, providing employees with the opportunity to contribute to a legacy of excellence.

Role & Responsibilities

• Welcome care service clients, embody Piaget’s values, and exceed client experience expectations.
• Manage care service from registration through collection, identify service needs, and make appropriate recommendations.
• Coordinate with the Repair Technical Center, represent clients throughout the repair journey, support their needs, and raise inquiries on their behalf.
• Use the escalation matrix for sensitive care service requests.
• Meet or exceed service time frames and client expectations by reviewing daily status reports and partnering with the Boutique Director and Care Service Manager.
• Maintain regular, proactive client communication by phone, email, chat, and other channels, ensuring timely and accurate updates.
• Use Maison and Group service offerings, including Watchfinder and the Conversion program, and partner with the Boutique team to facilitate timepiece sales.
• Meet and aim to exceed all care service KPIs.
• Implement new care service projects and procedures in the boutique with the Boutique Director and Repair Technical Center.
• Apply Maison and Group point-of-sale procedures correctly to ensure compliant transaction handling.
• Monitor care service packaging and related inventory with the Retail Operations team.
• Conduct scheduled repair cycle counts set by the Group and boutique cycle counts as required.
• Transfer care service registrations promptly and work with the Boutique Director to expedite shipping.
• Apply Maison and Group policies and procedures throughout the boutique and promote compliance among the team.
• Support boutique audits and partner with management to implement and execute action plans; meet and aim to exceed all KPIs.
• Conduct Group-scheduled and daily or monthly boutique cycle counts to ensure accurate stock counts and tagging.
• Monitor inbound shipments and communicate delivery timelines in daily briefs.
• Assist with daily boutique opening and closing setup and breakdown as needed.
• Apply Maison and Group point-of-sale procedures to support the sales team and ensure compliant transaction handling.
• Monitor boutique sales financial processes and submit daily transactions and paperwork to the appropriate corporate teams accurately and on time.
• Support other transaction flows, including Ecommerce and Watchfinder, to ensure efficient operations and a seamless client experience.
• Manage product movements into and out of the boutique, including shipments, repairs, transfers, consignments, and in-boutique movements, maintaining quality control and preventing stock losses.
• Handle products with care and follow appropriate packing, shipping, and receiving procedures.
• Manage boutique supply inventory and replenishment for sales, repairs, hospitality, and back-of-house needs.
• Maintain effective organization throughout the boutique and back of house.
• Uphold Piaget standards for the boutique environment, including maintenance, third-party vendors, tools and technology, and equipment.
• Liaise with boutique network and corporate team members.
• Assist with special projects as needed.

Qualifications

• A college degree is preferred.
• 2 to 5 years of previous experience in a luxury retail, service, or hospitality environment.
• General knowledge of the jewelry or timepiece industry is preferred.
• Excellent analytical, organizational, and interpersonal communication skills.
• Ability to project an approachable, professional image through personal appearance, manner, and demeanor.
• Ability to perform product services, including strap changes and bracelet sizing, is preferred.
• Skill in resolving disputes or managing disagreements.
• Strong attention to detail and ability to handle multiple tasks simultaneously and precisely.
• Ability to work in a fast-paced retail store environment.
• Excellent computer skills and ability to use technology.
• SAP knowledge is preferred.
• Additional language skills are a plus.

Skills

Experience

2 to 5 years of previous experience in a luxury retail, service, or hospitality environment

Education

A college degree is preferred.

Compensation

The base compensation for this position ranges from USD 23 to USD 25 per hour.

Benefits

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

Culture

Piaget is celebrated for its commitment to innovation and artistry, fostering a workplace where creativity and craftsmanship thrive. Employees are part of a dynamic team that values tradition and forward-thinking, offering a unique blend of heritage and modernity.

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.