Client Experience Manager
2 weeks ago
Reference Code: 97386**Client Experience Manager (1 year contract)**:
- Kuala Lumpur, 14, MY- Fixed TermThe 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.
**MISSION**
**As a member of the Malaysian Cartier Team, the Client Experience Manager will actively lead and implement relevant strategic and action plans to improve client relationship, retention and satisfaction.**
**You will be in charge of**:
- Working closely with many and varied colleagues and stakeholders to ensure Cartier clients are at the heart of everything we do.
- Elevating 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
**Key Responsibility**
**Elaboration of the local client strategy**
- Definition of the client strategy and action plan in coordination with boutiques and other departments as well as the regional team
- Analyze, define and monitor client KPI’s working closely with the regional client department team in order to define targeted and strategic approach per client segment
- Follow-up of the competition landscape collecting insights from clients, boutiques and studies to nourish action plan
- Definition and follow-up of the client budget on a 3 year basis
**Elevate the Client experience in Cartier Malaysia**:
- 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.
- Define and roll-out the local Client Activation strategy: activations during key festive periods, in-boutique experiences, 1:1 treatment plan and gifting plan
- Work with local Commercial & Events teams and support the boutique to propose and roll-out relevant client treatments to support client satisfaction & enhance client experience with the Maison.
- 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, forecast and follow-up of the budget accordingly
**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 360 client loyalty roadmap to improve client retention year on year.
- Is the local point of contact when it comes to client service
**YOUR PROFILE**:
**Education & background**: You have a Bachelor/Master’s degree and you have minimum of 5 years of working experience in marketing/,communications or clients/hospitality preferably in the luxury industry with extensive Client knowledge.
**Technical skills/abilities**: Computer skills (MS Office), Fluent English
**Personal skills**:
- Self-starter with excellent communication and negotiation skills
- Proactive, creative/innovative with a continuous improvement approach, customer oriented, strong organizational skills
- Project management skills and multi-tasking capabilities
- Results oriented, assertive, ability to adapt quickly
- Networker and connection builder for unique venues, F&B partners, artist...
- Demonstrate high attention to detail and a deep understanding of luxury standards
**YOUR JOURNEY WITH US**
Take your next step with Cartier - we look forward to hearing from you
Cartier #WhereSingularityThrivesTogether
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