Be p art of one of the world most prestigious luxury brands. Cartier is hiring a Client Service Assistant Manager for its México HQ.

The Client Services Assistant Manager is responsible for excellence in Service for watch specialists and boutique networks in Mexico.

Develop and apply strategy by adapting the CS global policy for the market and the service management to local specificities with the help of Sr. Manager.
Implement and coordinate the International Service Policy (price policy, use of marketing elements such as prices books, leaflets, etc.).
Implement the Client Service respecting the service Savoir-faire of the Maison.
Implement projects and services to improve repair service flow and process according to Cartier standards.
Propose and participate in all project development regarding Services in our region
Apply and follow the CS fundamentals for the market within the decentralized workshops.
CS events are to be organized when needed to create traffic and help improve the database segmentation with the support of the CRM team.
Perform Analysis: proceed with appropriate analysis of LAC CS performance, KPI results, and all necessary action plans to ensure optimal performance and service.
Reporting: ensure the follow-up for the main indicators linked to CS.
Ensure Client satisfaction, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, and performances.
Collaborate regularly with boutique managers to explain, train, and apply the CASS policy in the POS/BTQs/workshops.
Barometer: Manage the experience Barometer process for both retail and E-commerce: Liaise between Cartier International and local Boutiques regarding mailings and extractions.
Discuss with the direct manager the relevant action plan following the results.
Complaint managemen: Manage the follow-up process for complaints received in the Boutiques, workshops, and POS’.
Ensure service and client approach are always consistent in the actions taken

Required experience:

Bachelor’s degree preferred but not required, especially in Business or marketing.
MBA is a plus.
5-7 years of experience in customer service, preferably in retail.
Luxury, Jewelry, and Watchmaking experience is a plus.
Must be able to create spreadsheets using Excel.
Must be able to create presentations using PowerPoint.
SAP experience preferred.
Excellent communication and negotiation skills.
Ability to implement short and long-term projects.
Maturity, ability to adapt, Customer oriented, demonstrates assertiveness, self-confidence.
Problem-solving and process management skills
strong leadership skills.
Good interpersonal and influencing skills with cross-cutting teams.
Previous people management and or project experience.
Must be fluent in English and Spanish; Portuguese is a plus.
Good interpersonal and influencing skills with cross-functional teams.
Excellent communication and negotiation skills.
Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
Customer-oriented, business acumen.
High level of integrity and widely trusted.
Attentive and patient.
Ability to actively listen to people's needs and be a team player.
Hands-on attitude.
Management Acumen.

Apply and be part of the wonderful world that Cartier has to offer you.