求人番号:JN -072024-28151 掲載日:2024-09-11

Client Service Manager (Jewelry)

French luxury goods
800 - 1000 万円 東京 営業&マーケティング リテール

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
    Felisia Gunawan
    BRSコンサルタント
    Felisia Gunawan
    Sales & Marketing
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