Director of Care Services

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Director of Care Services

Cartier │New York

Job mission

Reporting to the AVP of Client Experience, the Director of Care Services is responsible for all Services activities related to products in North America, maximizing teams’ productivity, client satisfaction and loyalty.

At Cartier we treasure the unique bond owners’ share with their creation, and this role is dedicated to upholding our promise of accompanying our clients through time. Services is a key pillar to brand equity, championing investment value of our creations, lifetime client engagement and our ESG responsibilities.

This role designs the strategy and implements all initiatives by ensuring seamless partnership with the field and the corporate organization, clarity of priorities, and consistent execution of annual action plan. This person must have proven experience in working successfully with cross-functional teams to achieve deliverables in a client-centric luxury retail environment.

Key Responsibilities

• This role will act as the strategic leader of Services across the Maison, to ensure the timely and effective development and delivery of service strategies and service action plans.
• Oversee all Services projects according to shared objectives: plan project management (including setting deadlines, prioritizing tasks and assigning them to team members) and set ROI to track results and ensure timely completion of projects.
• Provide deep data analysis from CS activations, update on boutique performance, identifying potential roadblocks and opportunities for improvements.
• Adapt and manage all Client Service product-related initiatives directed by HQ for implementation and rollout in the market, ensuring local relevancy, consistency and efficiency across the network.
• Set the in-boutique CS activity strategy, partnering with Retail functions team on the proper deployment of operating model
• Manage and animate the Service Advisor Community within the retail network, by supporting CS functions onboarding in partnership with L&D and continuously supporting the community with updates, exciting communications, materials to reinforce a best-in-class service experience (covering boutique service headcount, service mindset in boutiques and beyond and tools trainings)
• Build and maintain relationships with local Richemont and Cartier business partners to oversee successful implementation of Cartier service initiatives.
• Be an active pillar of the Client Experience department to embark others on the ongoing evolution of the service promise (new services and evolution of the experience, taking insights from the field and our clients).
• Lead the Client Services team. Manage the team and provide daily support. Prioritize individual development activities through regularly scheduled meetings, including the annual performance management cycle. Assess potential and propose development opportunities in partnership with Commercial leadership and HR. Drive recruitment and onboarding of future talent
• Establish and maintain strong relationships with Cartier NA Executive Committee, their direct reports and key partners in the region and globally so as to identify their needs and seek full range of business solutions
• Provide leadership in strengthening internal communications with staff at all levels throughout the organization; create and promote a positive and supportive work environment
  
  

Qualifications

• Bachelor’s degree
• 7 years of experience in the luxury retail industry minimum. Engineering background is a plus.
• Highly proficient with Looker, Microsoft Excel, Word, PowerPoint, & Outlook
• Effective time management and organization skills
• Firm understanding of retail trends and competition monitoring, client first mindset
• Passionate about client satisfaction and able to motivate retail boutique teams to manage client service situations with agility and expertise
• Strong stakeholder management skills to work across the organization to maintain action plan momentum
• Strong interpersonal communication skills
• Excellent problem solver with analytical capabilities
• Ability to organize, set priorities and manage multiple projects on tight deadlines
• Experience managing and developing a team of direct reports
• Experience working in matrix organization and working across the organization – with regions and with local and international headquarters
  
  

WE OFFER

We care about our associate’s health and wellbeing 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!

Expected salary: $160,000 to $185,000