Client Service Boutique Supervisor Cartier

Client Service Boutique Supervisor – Cartier Reference Code: ******* Location: México, MEX (Permanent) La historia de Cartier se basa en la audacia y la pasión. Durante más de 170 años hemos abrazado un espíritu audaz y pionero que continúa inspirando a nuestros equipos en todos los Métiers, desde nuestras boutiques hasta nuestros talleres y oficinas corporativas. Nuestros valiosos + colegas de 105 nacionalidades están unidos por un espíritu independiente y un compromiso con la excelencia, esforzándose continuamente por enriquecer el legado de la Maison empujando los límites de la creatividad. Key Responsibilities Commercial Performance after Sales Service Business Strategy Implements and coordinates at a boutique level Cartier's Service and International Service Policy. Runs CS activities in the boutique. Prioritizes and structures the work of the CS team. Monitors the SAV stock management (After sales services). Ensures a perfect follow‑up of Cartier's and Richemont's internal procedures. Manages the attention and activities of the Client Service area, respecting the service code of the Maison. Defines, implements and supervises the Client Service process (client service focused on after sales). Leads and implements projects to improve repair service flow and process, according to Cartier standards. Defines along with boutique Director the qualitative and quantitative boutique objectives to meet service level expectations, as well as annual client service KPIs (monitoring of client satisfaction, gratuities, etc.). Inspire and Transmit Inspire and transmit to boutique sales advisors (and client advisors where applicable) the after‑sales service processes and procedures. Train the team on client service techniques and create an onboarding process for new comers. Maintain the sales team in constant training according to business needs. Monitor work carried out by sales advisors regarding services. Provide boutique Director feedback regarding sales advisor performance for monthly one‑to‑one reviews. Be on the CS floor to attend clients during peak traffic or sales activities such as clienteling before important events or peak seasons. Operations & Business Models – Drive the Activity, Monitoring, Analysis and CS Reporting Manages correct execution of CS operations: Assess CS strategic campaign with support of the CS manager. Control and follow up of service status on a weekly and monthly basis. Review and share After‑Sales Barometer while partnering with Boutique managers to elevate KPIs and share best practices. Secure stock control of pieces under repair and sales of spare parts to clients. Analysis and reporting: Analyzes CS performance of the boutique. Reports individual KPI results. Ensures accomplishment of plans of action and follows up necessary actions to optimize performance and service in the area. Present results reports; ensure follow‑up of main CS KPIs. Client Development & Client Experience – Client Experience Follow‑Up Controls and follows up on delays, unrepaired returns, warranties, billing and discounts. Designs and executes assertive‑effective solutions to client complaints/problems. Finds areas of opportunity and optimizes processes. Carrys out necessary actions to ensure fulfillment of Barometer objectives. Ensures Cartier experience in all service ranges offered by CS. Business Growth: Conversion of Service Customers to New Sales Develops long‑lasting and sincere relations with clients that lead to future sales transferred to sales team. Aids boutique Director to establish direct contact with VIP clients or acts as a Maison ambassador in meetings, events, charity dinners and other related activities. Ambassadorship & Image Upholds the ideals of the Cartier Client Experience with clear understanding of luxury service requirements. Leads and acts under the Maison values. Seeks feedback from sales/client advisors to ensure client service is carried out exceptionally and memorably, as indicated by Cartier's service quality standards. Leads by example. #J-18808-Ljbffr