CLIENT SERVICE PROJECT COORDINATOR

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

1. Project management

• Understand the Maison strategy, the CS market action plan, and the projects identified for the fiscal year
• Based on understanding of the CS market action plan, as well as continuous research and analysis of the environment, propose and lead local initiatives to enhance the service quality level
• Drive HQ projects (Service Treatment plan, Pearl-necklace project, Watch tester roll-out, etc) as well as local projects (in-BTQ personalization, CS experience in renewal and new boutique opening, CS APP, etc)
• Act as the project owner and leader, and choose the project members needed to accomplish the goal
• Clarify the objectives & success-measurements, create and follow a clear local roadmap, involve the relevant members and share milestones at appropriate times
• Collaborate closely with all counterparts to ensure a smooth and successful completion of the project
• Be accountable for results, and raise visibility of CS activities across the Maison

2. Cross-team support

• Support the CS Manager in its reflection around the local CS Strategy to raise overall CS client satisfaction
• When needed, support other team member’s activities and projects, whether it’s within CS or company-wide
• Bring own project management skills to support and contribute, as a project member, to the success of the Cartier Japan initiatives
• Always think client-first, and advocate for excellent services in every initiative
• Be the role-model in terms of project management and lead by example to demonstrate excellent organization skills and time-management
• Be the key-contact person for international team

3. CS Community animation

• Be an active member of the CS community by participating in all meetings, trainings and conversations: CSM, CS Leaders, CS Advisors
• Make and spend time understanding the metier of a CS Advisor & Dealer to retrieve feedback on how to enhance Cartier service through projects: boutique visits, surveys, interviews, focus groups
• Deeply understand the function of Richemont CS to enhance collaboration with them
• Share frequently the relevant updates on ongoing-projects: monthly CS activity report, Business Planning Meeting, Project Update Meeting, etc
• Support the development and enhancement of client satisfaction by using client intelligence tools such as Looker, Medallia, Customer Knowledge Center
• Be the point of reference for Client Experience Barometer for CS
• Create and organize activities to share the best practices of CEB and increase the CEB score above target score
• Share and communicate the customer service KPI in order to animate the CS, and enhance the service level
• Based on the above, suggest new initiatives, processes or functions to improve CS operations and quality of service

SKILLS

• Excellent communication skills with cross-functional teams
• Client-centric and service-minded
• High level of integrity and accountability
• Great organization skills and time-management
• Forward-thinking & strives for excellence
• Ability to navigate uncertainties and manage complexity
• Japanese: Native Level
• English: Business Level

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