Cartier Customer Service Team Lead

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Location
ParisÎle-de-FranceFrance
Employment
Full-Time
Seniority
Manager
Department
Front Office, Concierge & Guest Experience
Industry
High Jewelry
Posted
Jun 2, 2026

About Cartier

Cartier is one of the world’s most revered Maisons of luxury, celebrated for its high jewellery, watchmaking excellence, and enduring Parisian elegance since 1847. As an employer, Cartier offers a refined environment where craftsmanship, creativity, client excellence, and entrepreneurial spirit are cultivated with care. Its teams contribute to a heritage defined by innovation, cultural influence, and exceptional savoir-faire, while benefiting from the global strength and values of the Richemont Group. Cartier seeks individuals who combine aesthetic sensitivity, precision, collaboration, and a commitment to service, inviting them to help shape the future of a Maison synonymous with beauty, rarity, and timeless distinction.

Cartier is hiring a Customer Service Team Lead in Paris to manage the Accessories team, oversee quality, and lead after-sales service excellence.

Role & Responsibilities

  • Develop and mentor customer service team members through personalized development plans, measurable objectives, and formal performance reviews
  • Monitor and evaluate performance of customer service coordinators; manage customer dissatisfaction situations and provide direct intervention when necessary
  • Optimize team organization and structure to achieve departmental objectives; oversee cross-functional customer service projects
  • Analyze customer feedback to identify satisfaction drivers and lead the team toward service excellence
  • Communicate customer feedback to the Quality department and relevant business units; manage and distribute KPI reports and service newsletters
  • Guarantee repair serviceability policies are integrated during product development in coordination with the Accessories team
  • Update and maintain SAV (after-sales service) reference materials in PLM systems and material libraries
  • Ensure after-sales service offerings are available at product launch; train markets and platforms on technical product documentation and returns management tools
  • Track and oversee repair operations with accessories suppliers; participate in the Cartier Client Care Community steering committee

Qualifications

  • Master's degree or equivalent qualification
  • Minimum 5 years of experience in customer service, including demonstrated management experience
  • Proven leadership capability with strong pedagogical abilities
  • Exceptional aptitude for managing complex situations and client-centric problem-solving
  • Advanced analytical and written communication skills
  • Proficiency with standard business software and digital tools

Skills

Team leadership and coaching Customer service operations Performance management and KPI analysis Project management SAV (after-sales service) coordination PLM system familiarity Quality management Cross-functional collaboration

Experience

Minimum 5 years in customer service operations, with documented management and team leadership experience in a luxury or premium sector environment.

Education

Master's degree or equivalent professional qualification in business administration, management, customer service, or a related discipline.

Workplace

The successful candidate will be located in Paris, Île-de-France, France.

Culture

Cartier fosters a workplace culture rooted in exceptional craftsmanship, creativity, and respect for its rich heritage as a leading luxury Maison. Employees are encouraged to uphold the highest standards of excellence while contributing to an international, collaborative environment where innovation, elegance, and client-centric service are deeply valued.

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.

Frequently Asked Questions

A.

The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Cartier, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Service Client Manager», «Customer Support Team Manager», «Client Care Supervisor», «Service Quality Team Leader», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.