SCOPE OF WORK (MAIN MISSION)
As part of the strategy to achieve customer relationship goals to build a strong brand image based on a “Best in Class” Customer Experience, the employee uses all his/her skills to make our technical advisors & CS leaders improve client experience, coach and deliver the CS Excellence strategy, report all needs and proactively shares, improvements proposals with headquarters.
Work in synergy with ARC community & Retail Operations teams to improve the service given to the Boutiques. The CS Excellence Manager is a mentor for our TA & CS Leaders, as well as a Customer Service Ambassador.
Responsibilities
- Deliver Premium Client Services — Ensure the highest levels of client service standards are delivered in Boutiques and AP Houses, creating exceptional customer experiences.
- Bridge Communications — Facilitate efficient and smooth communication between Boutiques/Houses and the Customer Service Department to ensure aligned operations.
- Execute Watchmaking Experience Programs — Organize and deliver "Watchmaking Client-Experience Programs" in AP Houses, including the "Master Class Program" as scheduled.
- Drive Operational Excellence — Visit Boutiques regularly, analyze CS KPIs (stock management, estimates, training results), and identify areas for improvement.
- Manage Client Care & CRM — Coordinate client care initiatives, support CRM activities, handle complaints, and assist with marketing campaigns and events.
- Lead Training & Onboarding — Train boutique staff on CS best practices, including client reception, watch registration, and product knowledge. Coordinate onboarding for TA and CS Leader headcount.
- Analyze Performance & Implement Actions — Review mystery shopping results and set up corrective action plans in collaboration with CS Manager.
- Support Store Openings & CPO Operations — Provide operational support for boutique and AP House openings, and assist with Certified Pre-Owned (CPO) program rollout and operations.