• Job Description

  Req#: 97880

  WE OFFER

  We care about our associate's health and well-being and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions, including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

  At Richemont, We Craft the Future!

  KEY RESPONSIBILITIES:

  Achieve and/or exceed the Service Barometer KPI and lead all CS business initiatives for the Mansion
  
  • Develop and implement the overall Service Salon strategy, including training, coaching, and client engagement/follow-up - both for the sales and after-sales CS client journeys.
  • Collaborate with other boutique directors, managers, and teams across all floors to ensure alignment and consistency in all CS-related activities.
  • Develop a strong personal knowledge of all CS-related policies, processes, workflows, and tools available to the Btq. teams in support of our client-centric mission.
  • Consult with the RTC, CRC and all supporting workshops, Btq watchmakers, and other key business partners in support of strategic objectives and the Client Engagement Barometer
  • Assist clients with the sales and service of Cartier products, as needed.

  Talent focus
  • Manage and develop team.
  • Motivate and support the overall service staff, including a team of managers.
  • Communicate strategic brand foci to management as well as the overall Btq. team
  • Regularly conduct team meetings, ensuring that staff is aware of the tasks, targets, client services best practices, and brand initiatives
  • Ensure that administrative and HR tasks (including, but not limited to, scheduling, payroll, and overtime management) are being managed regularly by your direct reports.
  • Actively recruit and maintain talent pipeline.
  • Partner with the General Director and other Directors to elaborate and implement the coaching and training strategy for the Service Salon teams.
  • Lead the performance management process through regularly scheduled individual meetings with direct reports, including bi-annual performance reviews.
  • Assess potential and propose development opportunities in partnership with boutique management and our HRBPs.
  • Responsible for creating a positive and united work environment amongst all staff.
  • Maintain a regular presence on the sales floor.

  
  Operational support

  • Partner with boutique management in monitoring boutique controllable operating expenses: monitoring, analysis, and action plan recommendations to optimize controllable costs.
  • Partner with the Operations teams to ensure fluidity of work process and flows in support of the Service Salon and the overall Btq.
  • Daily set up and breakdown of boutique for opening/closing, as needed.
  • Assist with Boutique projects as needed (inventory, organization, etc...)

  Knowledge and compliance
  • Possess a deep understanding and knowledge of the brand as well as a full range of all products and services to convey Cartier heritage and values.
  • Promote the implementation of new technology-based service tools.
  • Understand and comply with Cartier security and operational procedures (i.e., product handling, inventory control, etc.)
  • Possess a complete understanding of the relevant marketplace and client demographic.

  Brand Ambassador
  • Uphold Cartier image by maintaining a professional demeanor at all times and being an Ambassador for the Brand

  PROFILE:
  • MBA is preferred.
  • Additional language skills (Mandarin, Portuguese, Russian) are a plus
  • A minimum of 10 years of management, especially in luxury retail or hospitality
  • Must be available to work retail hours, including weekends.
  • Ability to collaborate with a team in a fast-paced and demanding environment.
  • Flexible mindset with the ability to embrace change.
  • Excellent analytical, organizational, and interpersonal communication skills
  • Proactive approach to analyzing business and human resource needs.
  • Ability to motivate and develop the team as per Cartier's image.
  • Ability to project an approachable and professional image in personal appearance, manner, and demeanor.

  This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer.

  Base salary: $150,000 - $170,000; please note - salaries will be negotiated based on relevant skills and experience

• About the company

  Built for the long term, Richemont nurtures the distinctive craftsmanship, innovative spirit and creative inspiration of its Maisons and businesses.

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