Client Service Manager (Jewelry)

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Job details

Company overview

We are firmly established as a global luxury company, with 17 Maisons. We are organized in four divisions: Jewelry and Watches, Writing Instruments, and Clothing, and we own the principal operating companies of the jewelry, watch, and fashion brands under our umbrella. The group's strength is its rich diversity and unique aesthetic sensibility coupled with progressive and permanent ethical luxury.
Building on a history spanning more than 2000 years, we continue to design timeless creations and innovative services while preserving our unique traditions.

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)

 

2: CS Team Management and People Development

• 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

 

3: Pilot the CS activity, monitoring, analysis, and reporting

• 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

 

4 : Client Experience

1. Client Experience Barometer

• 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

 

5: Brand liaison with the Maison Customer Service

• 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

• 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

SKILLS/ABILITIES

• 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