Meyrin, GE, CH
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 7,500+ colleagues of 90 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.
About the role
Within the International Client Marketing Department, the Client Services Performance Project Manager works for the success of the Maison’s Client Services strategies and is part of the International Client Services Team. The person will focus on monitoring Client Services activity and plans, and on making recommendations to improve the service strategy and to design specific actions.
At Cartier, excellence is a must; this role will be key to contribute to the optimization of worldwide Client Services operations and actions.
The position requires a strong analytics expertise, great understanding of central and local Client Services actions, as well as a passion for the luxury industry.
The International Client Services Performance Project Manager works closely with the Client Marketing, Finance, Operations and Group RCS teams.
The person will report to the International Client Services Director.
What you can expect
Monitor the Client Services activity.
You will define and calculate the key performance indicators, such as repair lead-time and estimate approval rate, with the stakeholders.
To sharpen the acuity over the activity, you will review the registration codes with the Care Services Operations Manager and propose evolutions to Group RCS.
You will build reports in collaboration with the Client Data and Knowledge team.
Analyse results and make recommendations.
With the Care Services Manager and The Marketing Services manager, you will select the telling indicators and build relevant reports and presentations before sharing them with the stakeholders
You will identify strategical and technical levers of improvements to raise the performance, reflecting the Maison’s high standards.
Provide forecasts and predictive analysis.
The Maison shall anticipate the service activity to adjust the capacity or pilot the incoming volume.
You will analyse trends, identify structuring drivers, and draw future scenarios with Group RCS and the Cartier CS COMOP.
You will be the Client Services team referent for the CS Predictive Analysis project led by the Group and the future initiatives led by Cartier Operations.
Provide the sizing and reporting of the service plans
The Maison proactively uses services to restore the connection and raise the client satisfaction.
You will contribute to the optimization of the service activations by supporting the Marketing Services Project Manager in sizing and adjusting the scope of the plans.
You will perform the weekly monitoring of the worldwide results.
You will have a key role in the return on experience report, and you will make recommendations for new plans.
Contribute to the edition and improvement of the P&L
You will support Cartier Finance in the edition of the P&L by providing insights on the drivers behind the figures and identifying the areas to be analysed in depth.
You will ensure the markets are consulted ahead of every LE/BU exercise, and you will ensure to be aligned with their feedback.
You will make recommendations to improve the service while optimizing the resource.
What we are looking for
Engineer, Statistical education, or Business schools
Experience in business reporting for at least 3 to 5 years
Finance / Audit / Management control experience in a global position is a plus
Solid organizational and project management skills. Project Management experience is a must.
Strong experience in multiple stakeholders’ management.
Excellent written communication skills
Good verbal communication skills
French & English proficiency is a must
Rigorous and organized, attention to details
Results-oriented, data driven decision mentality
Feel comfortable working autonomously and a real team player
Ability to work simultaneously on multiple projects
Learn more about life at Cartier
www.careers.cartier.comRichemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in
jewellery, watches and writing instruments. Cartier joined the Group in 1988.
Learn more about the Group Richemont
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