Client Experience Ambassador

your missions

Hospitality

• Organize the perfect coverage of the boutique’s front desk in synchronization with the other boutique activities (boutique assistant support, management on duty, etc)
• As the first face of the Maison, cover the boutique front desks daily
• Safeguard hosting standards (impeccable, constant and personalized welcome; generous and warm service) are always met by all team members on the shop floor
• Ensure the perfect handling of the traffic and coordinate walk-ins in the store / waiting area.

Waiting time management

• Ensure a unified usage of the boutique waiting time management tool in the boutique via dedicated communications, team members coaching sessions, etc
• Deploy and enforce internal communication channels and solutions (ex: virtual queuing) within the boutique to minimize client waiting time and maximize their experience (i.e ensure that every customer by the right person, the right way, etc)
• Prepare the client appointments together with the Sales Manager and ensure a proper assignment of the client to Sales Associates when required
• Contribute to the promotion of the appointment culture within the boutique in partnership with Sales Manager

Client centricity

• Anticipate and plan hospitality needs (hosts/waiters; food & beverages, etc) to secure an optimum coverage of day-to-day operations, customer appointments and events
• Coordinates the relationship with external service providers to mobilize qualitative and necessary resources in a timely manner
• Coordinates the resources in charge of hospitality (grooms, hosts, waiters, Boutique Assistant when required) and assign responsibilities to ensure that tasks are carried out effectively
• Ability to demonstrate and coach internal/external team members to elevate client experience, to optimize services flows and to properly leverage tools at their disposal (i.e my services, etc)
• Organizes the day-to-day supply and maintenance of drinks and catering in the boutique.
• Actively contributes to the continuous improvement of the in-store customer experience through regular corrective actions and creative suggestions

Operational excellence

• Implement tools and initiatives related to hospitality (hospitality playbook, myservices, etc)
• Implement initiatives and solutions aiming optimizing the experience of the selling ceremony for both clients and sales associates (pre-cutted and folder papers, pre-waxed sealed, etc)
• Contribute with Sales Manager and Operations team to the implementation of store activation actions (EOY, Valentine’s Day, etc)
• Ensure a qualitative organization of the hospitality equipment (fridges, machines, etc) and wrapping stations at all time
• Manage CRM gift orders and stock level
• Ensure the CRM gifts are used accordingly by the sales associates and registered in myclient, together with the boutique management

Commercial performance

• Act as a Client Advisor by driving sales and care services when required during peak time
• Drive transactions in line with Chez Cartier standards and Group/Maison compliance policies

your PROFILe

• You have a first experience in the luxury industry or in retail
• Fluent in German & English. Other Swiss languages would be really appreciated
• A team player who is excited to shine, as well as empower and assist others to achieve success
• You have an excellent presentation and excellent communication skills
• You are pro-active, autonomous and have a strong attention to details
• Excited to work in an international environment