BRS Consultant
Felisia Gunawan
Sales & Marketing
Job number: Job-00250774
Posted: 2023-10-24
Client Service Manager (Jewelry)
French luxury goods
8 - 10 million yen
Tokyo
Sales & Marketing
Retail
Job details
- Company overview
- Our client is one of the worldwide luxury leaders. Their prestigious brands can be found on jewelry, high end stationary, leather goods, bags, and accessories.
- Responsibilities
-
KEY RESPONSIBILITIES
1: Focus on the local Strategy
- Define the local market strategy by generating new and creative ways to stimulate client loyalty, traffic to boutiques, client experience and sales conversion from service
- Ensure proper execution of the Client Service & Experience policy to be in line with Central standards
- Propose and take part in all projects development regarding Services in our Boutiques, including Boutique design, flow and experience
- Plan, lead and implement projects and services to improve repair service flow and processes according to Brand standards. Lead and manage Brand-specific CS topics
- Implement and coordinate the International Service Policy (pricing and repair policy, use of marketing elements such as client treatment programs and other drivers of client loyalty and sales generation)
- Lead and animate the Brand CS community (>30 people)
- Supervise, coach, and develop 3 team members within the office CS team
- Set up individual objectives for team members
- Plan, execute, and oversee the training and coaching of BTQ staff in regards to service matters
- Collaborate closely with BTQ CS managers (leaders) to strengthen CS community in Japan
- Participate in the recruitment and integration of CS Associates in BTQ when requested
- Analysis: proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary actions plans to ensure optimal performance and service
- Reporting: ensure the follow up for main indicators linked to CS
- Ensure client satisfaction in boutique by controlling delays, return unrepaired rates, sales and service guarantees, turnover, discounts & gratuities, service lead-times, preapproved value rates, and sales conversion
- Monitor stock management follow-up (ROs inventories, spare parts, CS tools used in BTQ, etc.)
- Monitoring of CS costs & adjustments to LE/BU
- Provide quality feedback to local and Central CS (Brand and its' Maison) as well as manufacturing teams
- Collaborate regularly with other departments and boutiques to execute and maintain the status quo of Brand services
- Coordinate the experience Barometer process: Liaise between Brand International, local Retail teams and management, Learning and Development team, and boutiques to ensure proper service quality
- Analyze, define, and implement relevant action plans according to client feedback
- Product related client complaint management
- Animate and optimize the local CS commercial claim management process
- Assist in the resolution of complaints received in boutiques in collaboration with the platform
- Ensure that the balance between Brand policy and client treatment is always consistent in the decisions and actions taken
- Service Tools
- Leverage service tools such as personalization, Courtesy watch lending services, Treatment plans to provide the best possible service experience
- Build and ensure a strong relationship and collaboration with the local Richemont repair center team regarding quality of service, as well as the proper application of Brand rules and policies
- Ensure execution of brand policies and treatment plans, while improving performance and managing client issues
- Liaise and collaborate with Brand HQ CS and Richemont CS for Client Services procedures and enhancement
- Be the CS representative for Japan, actively participating in worldwide meetings and collaborative events
- Requirements
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- University degree followed by 8-10 years’ experience in customer service, experience & satisfaction, preferably in Retail businesses.
- 3+ years of management experience with preference to high volume or luxury environment and the proven ability to develop and mentor staff
- Strategic overview
- Experience in watchmaking and/or jewelry is a plus
- Fluency in Japanese and English, 3rd language appreciated
- SAP experience preferred
- Must be able to create spreadsheets in Excel and presentations in Power Point
- Ability to implement short and long-time projects
- Hands on attitude
- Strong leadership skills
- Good interpersonal and influencing skills with cross-functional teams
- Excellent communication and negotiation skills
- Problem solving and process management skills
- Maturity, ability to adapt, customer oriented, demonstrates assertiveness, self-confidence
- Empathy, emotional control, rigor, discernment, assertiveness, curiosity
- Business acumen
- High level of integrity and widely trusted
- Attentive and patient; ability to listen to people’s needs and making decisions that balance policy and individual requests
- Open, flexible, adaptable, tolerant
- Act as a team player
- Salary
- 8 - 10 million yen
- Location
- Tokyo