MAIN PURPOSE

Anticipate client needs and drive client satisfaction and loyalty by first-class service provided to clients.

KEY RESPONSIBILITIES

1. Manage Service Projects

• Adapt various service projects locally following HQ guideline to engage existing and potential clients
• Provide service projects related training for business teams
• Support business teams on daily operation and execution of service project execution, work with relevant teams on solutions and enhancement
• Establish and optimise ways of working for project execution
• Be in charge of setting target for service project and service plan forecast, leveraging new algorithm capabilities and exploiting client database and segmentation, partner with relevant teams for project launch and monitor the project performance with proper action plans to drive achievement
• Closely work with Richemont CS to drive in-boutique service scope/3rd party service scope for client convenience and contingency

2. Drive Client Satisfaction and Protect Brand Reputation

• Handle all escalated cases in a timely manner
• Utilise resources and partner with relevant teams to drive client satisfaction and reduce risks via proper and creative solutions
• Be vigilant to potential risk and crisis and take immediate actions
• Deliver aftersales related training to business teams
• Identify the area of improvement for CS coordinators through escalated cases and deliver coaching accordingly

3. Strengthen CS network to provide first-class service and experience to clients

• Implement CS global policy and strategy locally
• Identify local needs and implement local service strategy with alignment with HQ
• Monitor client satisfaction KPI, deliver coaching and follow up with boutique CS coordinators on action plans for continuous improvement
• Drive service level and service implementation in boutiques
• Hold a quarterly sharing sessions for CS coordinators for high and consistent service standard
• Coach and manage direct reports (if any), for their skills, performance and personal development

4. Be perceptive on business needs and trend with business acumen

• Analyze data, build and optimize various reports for service projects, regular CS activity and boutique performance tracking
• Share reports with cross function/HQ in regular meetings for insight sharing and service improvement
• Take proper actions towards findings through data analysis

COMPETENCIES

• Bachelor degree followed by 4-5 years’ experience
• Fluent English, third language appreciated
• Ability to implement short time projects
• Experience in customer service & management
• Experience in watchmaking and jewellery is highly appreciated
• Client-oriented with business acumen
• Abilities: Good communication skills, Self-confidence, Integrity, Empathy, Stress and emotion management, Discernment, Assertiveness, Curiosity, Caring