Assistant Service Salon Manager – the Cartier 5th Avenue Mansion – Richemont

Job Description

KEY RESPONSIBILITIES:

Manage and develop team

• Motivate and support the Service Salon team, providing the skills necessary to make independent decisions

• Regularly Conduct team meetings, ensuring that staff is aware of the tasks, targets, products, service knowledge, and client successes/opportunities.

• Partner with the Service Salon Manager to identify training needs and coaching opportunities for the service staff

• Support the Service Salon Manager in the preparation of the performance management process by providing feedback about staff performance and development opportunities

• Perform administrative and HR tasks including but not limited to commission accuracy check, scheduling, payroll and overtime management, time and attendance

• Responsible for creating a positive and united work environment amongst all staff

• Spot coaching and management of spoken and written communication, including client and peer interactions.

Develop business and achieve service goals

• Drive self and coach service team to consistently exceed established Client Experience goals

• Review and respond immediately to all Barometer feedback to maintain service excellence

• Provide service Analysis and partner with the Service Salon Manager to propose and implement action plans in order to maximize opportunities throughout the boutique

• Seek feedback from service team to enhance level of client experience

• Partner with the Service Salon Manager to regularly communicate and monitor individual and team KPIs

• Participate in the inventories/model stock monitoring in order to optimize the available stock for the Boutique

• Partner with the Service Salon Manager to ensure an accurate and timely alignment of actions to company guidelines

• Actively participate as a member of the boutique’s overall management team and contribute to the entire team’s success.

Ensure exceptional client experience and develop client relationships

• Ensure team is consistently providing an exceptional client experience by maintaining the highest degree of courtesy and professionalism

• Partner with the Service Salon Manager to propose and implement outreach strategy in order to develop different client groups (Prestige, Rising stars, 1st time visitors)

• Develop, implement and monitor process for managing and developing clients in partnership with current sales advisor

• Meet and partner with the sales management team regularly to ensure that all high potential service client have a clear selling ceremony plan to further develop as well as develop the partnership with associates across the Boutique

• Partner with Service Salon Manager and Corporate Teams to pilot and track new initiatives

• Assist clients with the sales and service of Cartier products, as needed.

• Apply defined guidelines for escalation processes to accommodate client issues arising from daily operations that cannot be handled at a local level. Operations

• Ensure image and operational flow accordingly to Cartier standards (i.e. restocking supplies, repairs and maintenance)

• Liaise with the Workshop to discuss workflows and client related opportunities, create strategies to ensure boutique efficiency

• Run anomaly reports on a daily basis to optimize the client experience.

• Ensure accurate data quality for Service related processes under direct control, including but not limited to accounting for the conditions and items, customer requests, warranty information, service pricing policies.

• Partner with Boutique Management, Workshops and Call Center as needed to ensure client expectations are appropriately managed.

• Daily set up and break down of boutique for opening/closing as needed.

• Assist with Boutique projects as needed (inventory, organization, restocking of supplies, etc…).

• Assist in the merchandising and overall daily maintenance of the cases (i.e. maintain proper visual standards; product maintenance and understock organization).

Knowledge and compliance

• Possess deep understanding and knowledge of brand and full range of all products and services to convey Cartier heritage and values

• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.)

Brand Ambassador

• Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements

• Model luxury experience behavior and maintain a regular presence on the floor.

PROFILE:

▪ Bachelor’s degree in a business related field is a plus

▪ Additional language skills are a plus

▪ 3-5 years of supervisory experience, especially in the field of after sales service/ customer service

▪ Required experience in managing direct reports

▪ Exceptional skills in Microsoft Office applications, especially Excel is required

▪ Utilization of SAP is preferred

▪ Must be available to work retail hours including weekends

▪ Ability to work with a team in a fast paced environment required

▪ Excellent analytical, organizational, and interpersonal communication skills required

▪ Ability to handle multiple tasks simultaneously

▪ Proactive approach to analyzing business and human resource needs.

▪ Ability to motivate and develop team as per Cartier’s image.
• This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer

Base salary: $75,000 – $95,000, please note – salaries will be negotiated based on relevant skills and experience.