International Client Satisfaction Project Manager - 6 months
Cartier
Meyrin, GE, CH
vor 3 Tg.

We would like to talk to you about the opportunity to join our International Client Marketing Department, based in Geneva, as International Client Satisfaction Project Manager for 6 months.

In this role, you work for the success of the Maison’s Client Services strategies, and you are part of the International Care Services Team.

You will be focus on running the complaints management project and the client policies & processes.

At Cartier, excellence is a must; this role will be key to contribute to keeping the Maison’s service up to the clients’ expectations.

The position requires a strong project management skill, a strong client-oriented and problem-solving mindset.

You will work closely with Markets, Commercial, Manufactures, Client Relations, Client Data Knowledge and Talent & Learning teams.

As a project manager, you will ensure that the objectives of the projects are clearly defined, and results delivered in due time.

You will report to the International Care Services Manager.

HOW WILL YOU MAKE AN IMPACT?

Harmonize and structure complaints management among all the Maison touchpoints

  • Coordinate the deployment of a management tool and accompany markets in the implementation and change management
  • Contribute to users training by providing appropriate content
  • Identify and raise enhancement request to the tool development teams
  • Develop training and guidance on complaints management
  • Manage the complaints escalated to HQ

  • Provide recommendation to markets in collaboration with the appropriate stakeholders
  • Identify an action plan and follow up its implementation to avoid similar situations
  • Regularly update the management on the open cases
  • Define and implement client’s policies & processes

  • Manage client policies with the appropriate departments (Legal, HR, Richemont )
  • Recapitulate, update, and clarify the policies in clear documents for the markets
  • Identify updates and improvements to be made, and define the action plan
  • Answer to market questions and requests regarding client policies & processes
  • Contribute to the Client Barometer project

  • Participate to the definition of the project roadmap as CS key project contributor
  • Identify and contribute to the integration of new survey / dashboard features that will allow a better knowledge of the CS activity and Client’s satisfaction
  • Participate to community sharing sessions, internal reports design and CS results action plan
  • HOW WILL YOU EXPERIENCE SUCCESS WITH US?

  • You possess a Master School Degree or equivalent
  • You have at least 5 years’ experience in a similar position, experience in Boutique is a plus
  • You possess good knowledge of Salesforce service cloud is a plus
  • You have strong organizational and project management skills
  • You possess strong experience in multiple stakeholders’s management
  • You are fluent in English, French is a plus
  • You have experience to handle multiple projects simultaneously
  • You feel comfortable to work autonomously and you are a real team player
  • You are rigorous and organized, attention to details
  • You are highly customer-oriented and have the sense of luxury
  • You are Business / Results-oriented, data driven decision mentality
  • WHAT DO WE OFFER

  • We create a positive environment and highlight your personal and team performances
  • We’re fully transparent and share with you : Maison strategies, key information, needs of others Corporate Departments
  • We constantly educate you with : Cartier’s savoir-faire, competitive landscape, industry news, client experience best practices
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