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Client Experience Coordinator Jobs
Company | Cartier |
Address | Palo Alto, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Retail Luxury Goods and Jewelry |
Expires | 2023-05-21 |
Posted at | 1 year ago |
At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
- Deliver an exceptional welcome to every client upon entry and ensure outstanding hospitality throughout the client visit, while supporting the needs of our hybrid environment
- As part of appointment support, assist sales associates to set the stage with impactful discovery and pre appointment browsing
- Utilize Maison storytelling and heritage to enhance the client experience
- Assist the commercial team front-of-house and back-of-house with various activities to facilitate seamless client experiences, including appointment preparation, client entertainment, product presentation, sales finalization (e.g., running product, gathering sales accessories, gift wrapping, food & beverage service, client data capture, Cartier Care, farewell)
- Consistently reach and aim to exceed all KPIs
- Assist with phone duties, supporting with incoming calls, retrieval of messages and appointment setting for phone inquiries
- Support with all duties at the front podium, ensuring that all appointments and walk-in clients are assisted in a timely fashion
- Assist clients with quick service requests, repair drop off or pick up, personalization requests, such as complimentary services including strap changes, bracelet sizing, steam cleaning, cord changes, engraving, embossing, etc.
- Provide recommendations and personal services of the highest level that may include directions, restaurant reservations, entertainment requests, floral orders, etc.; support the creation of maps, literature, and other materials as needed
- Assist the commercial and management teams with client development related activities, including data entry, various report management, and execution of client treatments
- Assist with organization and tracking of client experience tools such as food and beverage, Cartier gifts, stationery, and fragrance samples
- Participate in daily set up and break down of boutique for opening/closing as needed
- Partner with the Operations Coordinator to ensure proper movement of product in/out of boutique including, but not limited to, shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
- Assist with special projects as needed
- Partner with the Operations Coordinator to manage the boutique supply inventory including replenishment needs for sales and hospitality areas, support the order process (as needed) and optimal storage organization
- Support the flow of boutique traffic and daily management of the boutique appointment booking tool (RDV) and queue
- Assist with merchandising and overall display maintenance of the boutique (e.g., maintain proper visual standards, product maintenance and understock organization, cleanliness)
- Support the general upkeep and appearance of the sales floor, wrap rooms, and CS areas
- Assist with inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory
- Develop fundamental brand knowledge to convey Cartier heritage and values
- Understand and comply with security and operational procedures (e.g., product handling, inventory control, transaction processing, including payments, etc.)
- Share and collaborate best practices with the boutique team
- Remain current on all industry news, local/global competition, and connection to community
- Strive for operational excellence related to the boutique environment and upholding standards
- Contribute to a positive and productive boutique environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
- Uphold the Cartier standards with the ability to project an approachable and professional image in personal appearance, manner, and demeanor
- Associate’s or Bachelor’s degree preferred
- Previous experience especially in luxury retail, service or hospitality industry is a plus
- MS Office experience required; SAP knowledge preferred
- Additional language skills are a plus
- Excellent computer skills and use of technology
- Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
- Excellent analytical, organizational, and interpersonal communication skills are required
- Intellectual curiosity and passion for learning
- Strong understanding of client service needs and priorities (internal and external)
- Must be available to work retail hours (including weekends) and travel for trainings as needed
- Ability to work in a fast-paced, evolving environment
- Collaborative approach with ability to foster a united work environment with a “can do” attitude
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