Client Service Manager (Jewelry)

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募集要項

会社概要

同社は世界的ラグジュアリーカンパニーとして確固たる地位を有し、17のメゾンを擁しています。宝飾品・時計、筆記具、服飾の4部門で構成され、主にジュエリー、時計、ファッションブランドの運営元会社を傘下に保有しています。グループの強みはリッチな多様性とユニークな美的感性が、先進的かつ恒久的なエシカル・ラグジュアリーとカプリングされていることです。2000年以上にも渡る歴史を基盤に、独自の伝統を守りながら時代を超えた作品や革新的なサービスをデザインし続けます。

業務内容

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

応募条件

• 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

給与

800 - 1000 万円

勤務地

東京