Job description

Reference code: JR128315 The story of Cartier is founded on curiosity 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 10,000+ colleagues of more than 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 and innovation.

How will you make an impact?

As a Client Service Executive, you will play a key role in supporting the delivery of exceptional after-sales service across our boutique network. Acting as a trusted partner to boutiques, you will help drive operational excellence, support service initiatives, and contribute to a seamless client experience throughout the repair and personalization journey.

You will work closely with boutiques, internal stakeholders, and external partners to ensure service standards are consistently upheld while fostering a culture of client-centricity and continuous improvement.

Key Responsibilities

Boutique Operations & Service Excellence

• Act as the first point of contact for boutiques on daily Client Service topics, providing operational support and guidance.
• Support Client Service operations, including repair follow-ups, service administration, SAP/DARE processes, and digital tools adoption.
• Coordinate technical issue resolution and follow up on IT-related requests impacting Client Service operations.
• Assist with training and coaching boutiques on Client Service procedures, repair standards, and service best practices.
• Support complaint management activities and contribute to proactive service recovery initiatives to enhance client satisfaction and loyalty.
• Ensure boutiques remain aligned with Client Service standards through regular follow-up and operational support.

In-Boutique Services

• Provide support and guidance on in-boutique services, including quick services and personalization activities.
• Support boutique teams through regular refreshers on service procedures, personalization guidelines, and machine usage.
• Monitor the availability of service tools, shipping materials, and operational supplies across the network.
• Consolidate boutique feedback related to personalization services, quality concerns, and operational improvements.
• Coordinate with external vendors for equipment installation, maintenance, and training activities.

Client Service Community

• Contribute to Client Service communications by sharing updates, reminders, and operational priorities.
• Support the onboarding and capability development of boutique Client Service teams.
• Promote collaboration, knowledge sharing, and alignment across the boutique network.
• Contribute to continuous improvement initiatives that enhance service consistency and operational efficiency.

How will you experience success with us?

• Previous experience in Client Service, Retail Operations, After-Sales Service, or a related environment.
• Strong organizational skills and attention to detail.
• Excellent communication and stakeholder management abilities.
• Proactive, solution-oriented, and collaborative mindset.
• Comfortable working with operational systems and digital tools.
• Proficiency in Microsoft Office; SAP knowledge is an advantage.
• Luxury retail or hospitality experience is a plus.