Regional Senior Client Services Manager

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
Regional Senior Client Services Manager
Cartier | Coral Gables, FL

MAIN PURPOSE

Primary Duties & Key Responsibilities
Strategic Plan & Action Planning

The Regional Senior Client Services Manager is responsible for excellence in Service for watch specialists and boutique networks in Latin America & Caribbean, Mexico, and Brazil.

Define & Manage the Client Services Strategy for LAC, Mexico, and Brazil

• Oversee and define the market strategy, adapting the CS global policy and the service management to local specificities.
• Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.).
• Define & manage the Client Service process and procedures.
• Plan, lead, and implement projects and services to improve repair service flow and process from according to Cartier standards.
• Lead and coordinate Cartier-specific CS topics.
• Propose and participate in all project development regarding Services in the region.

CS Support within our network for LAC, Mexico, and Brazil

• Apply and manage the CS fundamentals for the market within the decentralized workshops.
• Define and implement CS events to create traffic and help improve the repair service database segmentation with the support of the CRM team.
• Ensure the boutique staff has the appropriate CS modules training.
• Become the referent on personalization machines and train the network (webinar and in-person).

Pilot the CS activity, monitoring, analysis, and reporting.

• Perform Analysis: proceed with appropriate analysis of the CS market performance, KPI results, and all necessary action plans to ensure optimal performance and service.
• Reporting: ensure the follow-up for the main indicators linked to CS.
• Ensure Client satisfaction, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, and performances.
• Collaborate regularly with boutique managers to explain, train, and apply the CASS policy in the POS/BTQs/workshops.

Client Experience follow-up

• Barometer

Manage the experience Barometer process for both retail and E-commerce: Liaise between Cartier International and local Boutiques regarding mailings and extractions.

Discuss with the direct manager the relevant action plan following the results.

• Complaint management

Manage the follow-up process for complaints received in the Boutiques, workshops, and POS'. Ensure service and client approach are always consistent in the actions taken.

Brand liaison with RTC service center

• Partner with Richemont for CS module training needs
• Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service.
• Manage the relationship with Cartier HQ CS and Richemont CS for client Services procedures and enhancement.

Regional Team management

• Manage by example and foster the Maison values.
• Ensure an optimized workload share.
• Strive for team spirit and collaboration.
• Develop the skills & competencies.
• Retain the talent.
• Recruit and onboard newcomers.
• Share Client Services best practice across the region and with Central teams.

Geographical Area For Responsibility
Latin America & Caribbean, Mexico, and Brazil.
JOB PROFILE
Education

• Bachelor's degree required.
• Master's degree preferred.

Required Experience

• 7-10 years of relevant work in Client Services, strategic planning, or project management.
• Luxury, Jewelry, and Watchmaking experience is a plus.
• Previous people management and/or project experience required.

Technical Skills / Abilities

• Full proficiency in Microsoft suite.
• Fluent in English and Spanish required. French & Portuguese are a plus.
• SAP experience preferred.
• Excellent communication and negotiation skills.
• Ability to implement short and long-term projects.
• Maturity, ability to adapt, customer-oriented, who demonstrates assertive management self-confidence.
• Problem-solving and process management skills
• Very dynamic with team spirit that is essential to coordinate with all the department's different initiatives.
• Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
• Customer-oriented, business acumen.
• High level of integrity and widely trusted.
• Attentive and patient.
• Ability to actively listen to people's needs and be a team player.
• Good interpersonal and influencing skills with cross-cutting teams.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer
We care about our associates' health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future

Salary will be negotiated based on relevant skills and experience.