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Client Experience Assistant Manager, Sg

3 weeks ago

Singapore Cartier Full time

Reference Code: 93350**Client Experience Assistant Manager, SG & ASEAN**:

- Singapore, 01, SG- PermanentThe story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

As a member of the Marketing, Communication & Client team, the Client Experience Assistant Manager will actively develop and implement relevant action plans to improve client relationship, retention and satisfaction.

**HOW WILL YOU MAKE AN IMPACT?**
- You will be working closely with many and varied colleagues and stakeholders to ensure Cartier clients are at the heart of everything we do.
- You will elevate the Client Experience across all channels and touchpoints of the client’s journey, with meaningful and memorable activations.
- Maintaining a high level of Client Satisfaction in order to support the strategic ambition that is to increase local client loyalty
- The delivery and monitoring of Service Excellence across all channels
- Developing business & marketing plans for all product lines ensuring the implementation of Maison strategy and grasping opportunities locally.

**WHAT YOU CAN EXPECT**:
**Elevate Client Experience in Cartier Singapore & ASEAN**
- Deliver customer-centric experiences across all Cartier boutiques and retail partners, in accordance to the different Client Communities and their specificities.
- Drive additional synergies across Communications, Activations & Client Service to offer a highly-qualitative & consistent Omni-channel Client Experience.
- Refine and roll-out the local Client treatment strategy: activations during key festive periods, in-boutique experiences, 1:1 treatment plan and gifting plan
- Lead concierge partnership in place and activities: treatments and booking requests from boutique teams.
- Manage the order, deployment and usage of centrally developed gifts, as well as propose locally relevant gift sets according to strategic periods and Client Communities expectations.

**Manage Client Satisfaction**:

- Regularly evaluates the Client Satisfaction level using internal programs and tools (ie. Cartier Experience Barometer), monitor & set local KPIs and implement relevant action plan following the results.
- Coordinate & support in-boutique trainings and workshops on new Client Satisfaction programs and tools.
- Work in close cooperation with other teams (mainly Events, Commercial & L&D teams) to participate in the definition and execution of the 360º client loyalty roadmap to improve client retention year on year.

**HOW WILL YOU EXPERIENCE SUCCESS WITH US?**
- You are curious about what engages with clients, you are proficient in Salesforce Marketing Cloud campaign management and looking for exciting position in a dynamic team.
- You have a minimum of a minimum of 5 years of working experience in Marketing & Communications, preferably in the luxury industry with extensive Client knowledge.
- You have a degree or equivalent and five to seven years related experience in event management, customer service, hospitality
- You are skilled in Microsoft office and fluent in English
- You are a Self-starter with excellent communication and negotiation skills.
- Proactive, creative, customer oriented, highly organised and has the ability to handle and deal comfortably in a multinational environment.
- Project management skills and multi-tasking capabilities.
- Exhibits a ‘Can do’ attitude, objectivity and openness to others' views.

**HOW DO WE KEEP YOU SMILING?**
- A great opportunity to** **play a key role in Cartier Client Experience in the SG & ASEAN market within an diversified environment****:

- Career development opportunities within Cartier and the Richemont Group to help you develop and take your career to the next level

**YOUR JOURNEY WITH US**:

- After being shortlisted, you will meet Richemont's Sr. Talent Sourcing Manager to get to know YOU
- You will then meet with Cartier's HR Manager, Sr. Client & Relations Manager, and Marketing, Communications and Client Director to assess your fit to this role and give you a preview as well an overview of the team dynamics and company culture