Description:
Be a part of our Team! We are looking for an experienced Team Leader who specialised in client satifsaction to join us in our Sydney Flagship to oversee our Client Service Team.
If you have a heart for luxury jewellery and have a passion in leading a dynamic team. We welcome you to apply now!
HOW WILL YOU MAKE AN IMPACT? The Client Service Team Leader plays a pivotal role in ensuring the smooth functioning of client service operations. Positioned between the Associate and Manager levels, this role ensures a high standard of client satisfaction, drives the implementation of client service policies, and supports the Client Service Manager in achieving strategic objectives.
The Team Leader fosters a collaborative team environment, acting as a mentor to Customer Service Associates while coordinating daily activities and ensuring the consistent delivery of premium service.
With your proven ability to provide exceptional client experience, demonstrated success in achieving sales targets and success in leading a team, you will be instrumental in the day to day operations of the boutique. You will be responsible for:
- Leading by example, delivering exceptional service and act as first point of escalation for resolving complex client issues
- Upholding luxury service standards, ensuring seamless client interactions
- Providing expert guidance on Cartier products and services
- Driving personalized client experiences, fostering loyalty and repeat business
- Supervising, motivating, and developing a team of customer service professionals
- Setting Goals, Conducting performance evaluations and providing constructive feedback
- Ensuring consistent communication with the Client Service Manager about team performance, success and challenges
- Overseeing client service processes, including repair orders and data management
- Monitoring stock levels and ensure compliance with brand policies and procedures (i.e. SPINE)
- Meet service lead times, client satisfaction metrics and any other KPIs set
- Promoting teamwork, inclusivity, and a positive work environment
- Coordinating with Sales, Technical, and cross-functional teams for seamless client services
- Partnering with Richemont CS Platform and stakeholders to manage complex repairs or client needs
- Working closely with Head Office to share feedback, recommend improvements and ensure Cartier standards are met
HOW WILL YOU EXPERIENCE SUCCESS WITH US? We believe in shared success and understanding that with your actions you elevate your team and Maison. To contribute to team success, you will have:
- Minimum of 3-5 years in luxury client service or a related field, with a proven track record of leadership or supervisory experience.
- Excellent verbal and written communication skills, with the ability to handle complex client situations diplomatically.
- Strong ability to troubleshoot, resolve conflicts, and find solutions to enhance the client experience.
- Highly organized with attention to detail, capable of managing multiple tasks and priorities.
- Strong understanding of technical repair processes and service policies; SAP knowledge is a plus.
- Demonstrated ability to motivate and mentor team members while maintaining a positive, professional working environment.
- Strong work ethic and passion for delivering excellence in client service.
- Adaptable to changing priorities and capable of working under pressure.
- Experience working in luxury retail or similar client-focused industries is preferred.
HOW DO WE KEEP YOU SMILING? This role offers a unique opportunity to lead a team, develop critical leadership skills, and contribute to the long-term success of the client service function within the organization. In return, we offer:
- The chance to work within a Globally recognised, award winning flagship boutique
- A great opportunity to be a part of a dynamic and diverse team.
- Time to build your knowledge and experience in all aspects of boutique operations at a Flagship level
- Regular exposure to local and international senior leaders in the business
- A competitive salary along with a range market leading incentives
- Finally, a plethora of opportunities within Cartier and the Richemont Group to help you develop and take your career to the next level.
YOUR JOURNEY WITH US:
- After being shortlisted, we will book in a time with our Talent Acquisition Partner to discuss the role and for us to get to know you.
- If you are successful through the initial interview, you will be invited to attend a meeting with our Boutique Management team.
- From here you will be invited to a face to face interview with our Commercial Area Manager & HR Manager to assess your fit for the role. In return, we will also share insights on our team dynamics and our company culture.
- Finally you will then have the opportunity to meet our Commercial Director who can share our overall vision and plans for the future.