Deputy Manager

Vor 7 Tagen

Hamburg, Hamburg, Deutschland Cartier Vollzeit

We are seeking a highly skilled and experienced professional to join our team as a Deputy Manager - Client Experience Leader at our Cartier boutique in Hamburg.

About the Role:

The successful candidate will be responsible for overseeing the development and execution of the client experience strategy, identifying opportunities for improvement, and ensuring that values and standards are upheld while providing exceptional service.

Key Responsibilities:

  • Develop and execute individualized client experience journeys to ensure seamless and memorable experiences fostering brand loyalty.
  • Lead, manage, and execute client development strategies, client telling initiatives, and client follow-up.
  • Program, curate, and execute exceptional client experiences and build long-term relationships.
  • Manage the welcome, discovery, and overall client flow, including pre- and post-appointment preparation, browsing, sales interaction, and appointment management.
  • Share client insights, identify areas of opportunity, and provide feedback for continuous improvement to the client team.
  • Consistently look for ways to improve and enhance the client experience in the boutique by partnering with boutique leadership and corporate partners to source industry best F&B vendors, in-store entertainment for key commercial moments, and local partnerships.
  • Appointment and traffic management: pre-planning, coordination, and review of upcoming appointment schedules with all team members to ensure clarity and consistently improve how the team manages to provide the most elevated and luxurious in-boutique experience for Cartier clients.
  • Provide recommendations and personal services of the highest level, including cultural events, restaurant reservations, entertainment requests, floral orders, and other bespoke services.
  • Take lead and responsibility for operational roll-out of all clienteling activities and digital tools for the team.
  • Be the key point for all client segmentation and client activation actions for the boutique, supporting team members in building client action plans.

Leadership and Performance:

  • Inspire and engage team members by connecting them to the bigger picture of business strategies, provide clear and motivational individual/team updates and feedback, foster an inclusive culture within the boutique.
  • Support and develop the team to elevate the team experience.
  • Actively participate in the performance management process.
  • Identify learning opportunities and define individual development plans for customer service and other team members.
  • Monitor KPIs on a daily basis and make decisions on administrative and operational matters to ensure objectives are achieved.
  • Define and organize relevant actions to permanently improve floor management and customer/employee journeys.
  • Drive best practice and cross-functional collaboration with other boutiques and headquarters.

Ambassadorship and Image:

  • Act as a Maison Ambassador and uphold boutique image.
  • Represent the Maison in events and special occasions.
  • Actively look for opportunities to develop the network of the boutique.

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