Client Services Manager

Client Services Manager

(Permanent, Full Time)

HOW WILL YOU MAKE AN IMPACT?

Reporting to the Head of Client Service & Experience UK and working with the Client Service Assistant Manager within the UK head office Client team, this role is dedicated to Care Service and Experience activity across the full network, with a particular scope of responsibility for CS requirements of non-Boutique teams; Client Relations Centre, Specialists, Travel, International.

• Support the Head of Client Service & Experience UK in the local definition and implementation of our Client Service strategy through project management and daily operations, respecting the service ambitions of the Maison
• Introduce new CS Maison procedures, services and coordinate transmission plans while identifying local areas of improvement in our existing service offer through close activity monitoring and action planning
• Communicate the CS KPIs to the market
• Coordinate the market complaint management and support the network in identifying appropriate solutions for issues escalated through Boutiques/CRC, Platforms or received via MD office / CEO / Cartier International; ensure client satisfaction and optimised commercial claim practices, with direct client handling where appropriate
• Ensure full adoption of Salesforce for Case monitoring, and participate in the evolution of system design for future handling across the network
• Participate to the monthly CS Forum (led by CS AM); regular communication and feedback meetings with the full CS community to ensure consistent application of CS policy in the boutiques and network
• Identify network CS training opportunities and collaborate with local L&D to design and implement
• Drive results in the Client Experience Barometer and collaborate on action planning to achieve market satisfaction targets
• Build effective relationships with service platforms to liaise on performance and quality, shared initiatives, and service solutions
• Develop expertise as a CS key-user in all applicable systems and support the network
• Handle CS-related queries from police/authorities upon receipt of Date Protection Act request forms, liaise with Legal team on response protocol

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• A strong leader with effective interpersonal and influencing skills; the ability to negotiate with internal and external clients
• Client-centric in approach with the ability to balance with the needs of the business
• Excellent written and verbal communication skills with attention to detail and tone
• Attentive and patient; a good listener with empathy, emotional control, tolerance, and discernment
• Problem-solving with the ability to handle diverse tasks, working to deadlines
• High level of integrity and trust
• Open, flexible, and agile to changing priorities under pressure
• Experienced in managing others at supervisor or deputy manager level
• Ability to self-motivate and self-manage
• Analytical approach; experienced in using reporting tools
• Skilled in creating and delivering presentations with impact
• Knowledgeable about Jewellery and Watchmaking techniques
• SAP and Salesforce experience preferred
• Proficient in Excel, PowerPoint, and reporting tools

HOW DO WE KEEP YOU SMILING?

You will be based in Cartier’s UK Head Offices alongside other Richemont maisons.

We strongly believe in internal mobility and offering various opportunities to enhance both your personal and professional development.

YOUR JOURNEY WITH US:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the HR Manager

LEARN MORE ABOUT LIFE AT RICHEMONT AND CARTIER BELOW:

https://www.linkedin.com/company/richemont/

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg

https://www.youtube.com/cartier

https://www.linkedin.com/company/cartier/

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