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    Client Service Manager - Seoul, 대한민국. - Cartier

    Cartier
    Cartier Seoul, 대한민국.

    위치: Talent KR S2 - 1일 전

    Cartier background
    Permanent
    설명
    KEY RESPONSIBILITIES

    Key responsibility 1: Management of Care Service/After Sales Service Journey

  • Oversee the execution and enhancement of the entire customer care and after-sales service journey, ensuring seamless experiences across all retail networks including Domestic Retail, Travel Retail, Specialists (Wholesalers), Ecommerce, and the Client Relationship Center (CRC).
  • Ensure the consistent application of International Service Policy and adaptation to local market.
  • Lead initiatives to optimize client experiences, addressing feedback, and implementing improvements.

    • Key responsibility 2: Operational Management and Analysis

  • Monitor and analyze Client Service KPIs, providing insights and strategies for continuous improvement.
  • Ensure effective budget management and resource allocation for client service activities.
  • Drive operational efficiency, overseeing project management, and ensuring the successful implementation of service enhancements.

    • Key responsibility 3: Client Marketing and Engagement

  • Direct and oversee client marketing projects, ensuring they align with brand values and global strategies.
  • Analyze the impact of marketing initiatives on client engagement and satisfaction, adapting strategies as needed.
  • Foster innovative approaches to enhance client experiences and marketing effectiveness.

    • Key responsibility 4: Stakeholder Collaboration

  • Actively engage with RCS to ensure adherence to Cartier's high-quality service standards.
    Demand and facilitate enhanced quality control measures and improvements in repair services.
  • Conduct regular reviews and meetings with RCS to discuss service quality, client feedback, and potential enhancements.
  • Serve as a bridge between RCS and the organization, ensuring that client service policies are effectively communicated and implemented.
  • Collaborate with various teams, including HQ, internal control, finance, and retail networks to ensure cohesive service delivery.
  • Act as a primary liaison for Client Service with internal and external stakeholders.
  • Organize and lead Client Service meetings, seminars, and training sessions.

    • Key responsibility 5: Strategic Leadership and Team Management

  • Lead, mentor, and manage the Client Service team, including Assistant Managers and Executives, ensuring high performance and professional growth.
  • Develop and implement the overall Client Service Strategy, aligning with company objectives and market needs.
  • Foster a culture of excellence in client service across all departments and networks.

    • PROFIL E

  • Bachelor's degree with 10+ years of experience in customer service, preferably in luxury retail.
  • At least 2-3 years in a management role, preferably overseeing client service operations in a high-volume or luxury environment.
  • Comprehensive understanding of luxury market dynamics and client service excellence.
  • Proficiency in SAP and strong skills in Microsoft Office
  • People Management
  • Fluency in English

    • SKILLS/ABILITIES

  • Exceptional ability to lead, inspire, and manage diverse teams.
    Proven track record in mentoring and developing staff, fostering a high-performance culture.
  • Demonstrated strategic thinking with an ability to translate insights into action.
    Strong analytical skills to interpret complex data and KPIs, guiding decision-making.
  • Excellent communication skills, both verbal and written, with the ability to effectively negotiate and resolve conflicts.
  • Strong interpersonal skills with a talent for building relationships across various departments and levels.
  • Highly adaptable, able to navigate dynamic environments and respond to industry trends.
  • Problem-solving skills, capable of identifying issues and implementing effective solutions.
  • Customer-oriented approach with a deep understanding of client needs and expectations.
  • Strong business acumen, with an ability to balance customer satisfaction and organizational goals.
  • High level of integrity and ethical conduct, upholding the maison's reputation and values.
  • Commitment to excellence, demonstrating a high degree of professionalism and dedication.
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