Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $16.00 - $25.00
Benefits
Medical insurance
Dental Insurance
vision programs
Health savings account
Flexible spending account
Life insurance
Disability Benefits
401(k) with employer match
wellness reimbursement benefit
Paid Time Off
Employee assistance program
Job Description
Richemont Americas is a distinguished leader in the luxury goods industry, well-known for housing some of the world’s most prestigious brands specializing in jewellery, watches, and writing instruments. Among its flagship brands, Cartier stands out as a hallmark of elegance and heritage, joined to the Richemont Group since 1988. The company prides itself on fostering a diverse and inclusive workforce that reflects the varied backgrounds, experiences, and identities of its clients and communities. This commitment to diversity fuels creativity and knowledge sharing, driving the brand’s excellence in product quality and customer service. Richemont Americas operates with a deep respect for... Show More
Job Requirements
- Bachelor's degree preferred but not required, especially in business or marketing
- MBA is a plus
- 5 years of experience in customer service, preferably in retail
- luxury, jewelry, and watchmaking experience is a plus
- previous people management and/or project 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
- must be fluent in English and Spanish
- Portuguese is a plus
Job Qualifications
- Bachelor’s degree preferred, especially in business or marketing
- MBA is a plus
- minimum 5 years of experience in customer service, preferably in retail
- luxury, jewelry, and watchmaking experience is advantageous
- previous people management or project management experience is a plus
- proficiency in Excel and PowerPoint
- experience with SAP preferred
- excellent communication and negotiation skills
- ability to implement short and long-term projects
- mature, adaptable, and customer-oriented with strong assertiveness and self-confidence
- solid problem-solving and process management skills
- strong leadership abilities
- good interpersonal and influencing skills with cross-functional teams
- fluency in English and Spanish
- Portuguese is a plus
- excellent interpersonal, communication, and negotiation skills
- self-confidence, empathy, emotional control, rigor, discernment, assertiveness, and curiosity
- business acumen and customer orientation
- attentive and patient
- management acumen
Job Duties
- Participate in strategy definition
- develop and apply strategy adapting global client service policies to local market needs
- implement and coordinate international service policy including price policy and marketing elements
- implement projects to improve repair service processes according to Cartier standards
- propose and engage in service-related project development
- apply and monitor client service fundamentals in decentralized workshops
- organize client service events to boost traffic and enhance database segmentation
- perform analysis of client service performance and KPI results
- ensure comprehensive reporting and follow-up on client service indicators
- manage client satisfaction, control delays, and address issues such as returns, guarantees, and discounts
- collaborate with boutique managers on client service policy training and implementation
- manage experience barometer for retail and e-commerce including liaising and action planning
- oversee complaint management ensuring consistent service and client approach
- build and maintain relationships with Richemont repair centers, Cartier headquarters, and client service teams for service enhancement
Job Location
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