Client Service Coordinator

Client Service Coordinator

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.

Job Mission

Reporting to the Manager of Client Services, the Client Services Coordinator supports the Retail Experience and Operations pillar with day-to-day support for the commercial network on tactical matters related to the Service pillar. This role has both vendor and associate facing responsibilities.

Key Responsibilities

• Collaborate with the Manager of Client Services to communicate service policies and procedures by ensuring updated materials are made available via bespoke tools and work to streamline information to stakeholders of the Service activity
• Support the coordination of service activations in network by helping to create communication plans, liaise with platform partners on evolving service volumes and workshop capacities and ensure commercial engagement through activity monitoring
• Collaborate with the Client Services Manager and Commercial Performance team to build and oversee a Service reporting dashboard for Commercial teams to leverage in their day-to-day business
• Support the ongoing buildout and implementation of special, local service initiatives in boutique such as Watchfinder, the Strap Bar, Service Kits
• Support the buildout, communication and daily support relating to any product-specific service journeys for different product categories (Jewelry, Watches, Accessories, Vintage)
• Animation of the Service Community, including preparation for weekly calls, creation of content, upkeep of resources, and general daily support. Also includes trend analysis of knowledge gaps for current Service advisors to help facilitate training needs
• Assist with implementation of personalization strategy in the network, working with cross functional partners to ensure proper resources and training are available to associates, including but not limited to the training of Service machines (M10, STIFF, quick shine, ultrasonic cleaning, steamer machines) as well as support with vendor relationship management
• Management of in-boutique Service machines by maintaining status report, managing future new orders or replacements of old machines, coordinating delivery process from vendor to boutique door
• Support Network Development and Operations teams with the roadmap for new commercial and retail projects and provide on the ground support with boutique openings, as needed
• Support the implementation of ad hoc projects in the Retail Experience and Service pillars ensure timely execution and feedback looping with boutiques and cross functional partners (ex. Waiting For Collection project)

Qualifications:

• Bachelor’s degree
• 2 years of experience in luxury retail industry is essential
• Highly proficient with Microsoft Excel, Word, PowerPoint, & Outlook
• Must be willing and available to travel for trainings, openings, special events, etc. as needed
• Effective time management and organization skills
• Excellent analytical, organizational, and communication skills required (both written & verbal)
• Flexibility and ability to multi-task
• Ability to organize, set priorities and manage multiple projects on tight deadlines

Expected hourly rate of pay: $25.00/hr - $33.00/hr

Salary will be negotiated based on relevant skills and experience