Service Salon Manager - Mansion Fifth Avenue

Service Salon Manager

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.

• Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
• Model luxury experience behavior and maintain a regular presence on the floor

Manage and develop team

• Motivate and support the Service Salon team, offering guidance and assistance as needed.
• Regularly conduct team meetings, ensuring that staff is aware of the tasks, targets, products, service knowledge, and client successes/opportunities.
• Actively recruit and maintain talent pipeline
• Partner with the Client Experience Director to identify training needs and coaching opportunities for the service staff
• Lead the performance management process through regularly scheduled individual meetings with the service staff including biannual performance review
• Perform administrative and HR tasks including but not limited to commission accuracy check, scheduling, payroll and overtime management
• Assess potential and propose development opportunities in partnership with boutique management, HR and Career Committees
• Responsible for creating a positive and united work environment amongst all staff
• Spot coaching and management of spoken and written communication, including client and peer interactions.

• Drive self and service team to consistently exceed service results
• Provide service analysis, propose and implement action plans in order to maximize opportunities
• Seek feedback from service team to enhance level of client experience
• Act as the lead liaison between Client experience Director and service team
• Take part in determining and communicate/monitor individual and team KPIs
• Manage inventories/model stock in coordination with the merchandising departments to optimize available stock for the Boutique.
• Ensure an accurate and timely alignment of actions to company guidelines
• Actively participate as a member of the boutique's overall management and contribute to the entire team's success

• Ensure team is consistently providing an exceptional client experience by maintaining the highest degree of courtesy and professionalism
• Partner with the Client Experience Director to propose and implement outreach strategy in order to grow VIP client loyalty
• Assist clients with the sales and service of Cartier products, as needed
• Lead all Service initiatives to enhance client experience
• Apply defined guidelines for escalation processes to accommodate client issues arising from daily operations that cannot be handled at a local level.

• Ensure image and operational flow accordingly to Cartier standards (i.e. restocking supplies, repairs and maintenance)
• Run anomaly reports on a regular basis to optimize the client experience.
• Ensure accurate data quality for Service-related processes under direct control, including but not limited to accounting for the conditions and items, customer requests, warranty information, service pricing policies.
• Partner with Boutique Management, Workshops and Call Center as needed to ensure client expectations are appropriately managed.
• Support boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs in the scope of his functions
• Daily set up and break down of boutique for opening/closing as needed.
• Assist with Boutique projects as needed (inventory, organization, restocking of supplies, etc...).
• Assist in the merchandising and overall daily maintenance of the cases (i.e. maintain proper visual standards; product maintenance and understock organization).

• Possess deep understanding and knowledge of brand and full range of all products and services to convey Cartier heritage and values
• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.)

• Bachelor’s degree in a business related field is a plus
• Additional language skills (Mandarin, Portuguese, Russian) are a plus

• 3-5 years of supervisory experience, especially in the field of after sales service/ customer service
• Required experience in managing direct reports

• Exceptional skills in Microsoft Office applications, especially Excel is required
• Utilization of SAP is preferred

• Must be available to work retail hours including weekends
• Ability to work with a team in a fast-paced environment required
• Excellent analytical, organizational, and interpersonal communication skills required
• Ability to handle multiple tasks…