Customer Service Lead (m/w/d)

DE05 Richemont Northern Europe GmbH; Frankfurt; Vor Ort; EUR 52.000 - 78.000; Vollzeit

Zusammenfassung

Cartier in Frankfurt seeks a Customer Service Lead (m/f/d) to support our Boutique Team at the store. You will lead local prime associates, ensure seamless omnichannel client experiences, and uphold Cartier care standards across service, repairs, and sales.

The role requires several years in after-sales customer service within jewelry or watches, fluent German and English, and strong MS Office and SAP/ERP skills.

Qualifikationen

• Completed commercial training or technical training as a watchmaker or goldsmith.
• Several years of experience in After Sales customer service, ideally in jewelry/watch segments.
• Good knowledge of German and English.
• MS Office skills and experience with SAP/ERP.

Aufgaben

• Lead and develop local prime associate team and improve department processes.
• Promote a service culture and integrate Cartier service standards into daily operations.
• Ensure accurate data recording for personalized follow-ups and omnichannel client experience.
• Handle complex client cases, including complaints, turning them into positive experiences.
• Support peak periods with in-store services to ensure smooth client flow.
• Strengthen client relationships and drive conversions through a Service-to-Sales mindset.
• Coordinate repair processes with internal teams to meet client expectations.

Ausbildung

Commercial training

Watchmaking training

Goldsmith training

Tools

SAP/ERP

Jobbeschreibung

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity. We are looking for a Customer Service Lead (m/f/d) to support our Boutique Team at our Frankfurt location as soon as possible.

WHAT DO WE OFFER

At Cartier, you will be part of a community bound by a strong sense of responsibility, where connection, collaboration, and collective spirit thrive. We empower individual talents, united by a shared commitment to excelence, inspired by the world's diverse cultures, to respect and enrich our unique heritage. We believe that different perspectives fuel innovation and drive us to create exceptional experiences. We offer an energizing environment for career growth and the opportunity to contribute your individual vision to a legacy of creativity. We celebrate every achievement, big or small, fostering meaningful connections through gratitude and mutual support, nurturing a sense of belonging. Join us at Cartier, a place like no other, forever moving forward.

HOW WILL YOU MAKE AN IMPACT

• Lead and develop local prime associate team and improve efficiency of the departments’ processes Promote a service culture by integrating Service standards, tools and updates into daily operations.
• and processes.
• Stay current on local and global industry practices and competitive trends.
• Ensure accurate data recording for personalized follow-ups, Cartier Care registration, and seamless omnichannel client experience.
• Provide expertise on complex client cases, including complaints, to transform them into positive experiences and opportunities.
• During peak periods, support service drop-offs, pick-ups, and in-store services to ensure smooth client flow.
• Adopt a "Service to Sales" mindset, aligned with Cartier's values, to proactively strengthen client relationships, boost conversion, and improve client satisfaction
• Manage seamless repair processes, collaborating with internal stakeholders to align with client expectations.
• Leverage Boutique client service & satisfaction KPls and client insights to identify improvement opportunities.
• Provide strategic input to office teams to enhance Service offerings

WHAT ARE WE LOOKING FOR

• Completed commercial training or technical training as a watchmaker or goldsmith;
• Several years of experience in After Sales customer service, ideally in the jewelry and watch segment;
• High enthusiasm for our brand and our products;
• Good knowledge of German and English;
• MS Office skills and enjoyment of working with computers, as well as ideally initial experience with SAP/ERP.

Take your next step with Cartier, we look forward to hearing from you! #Richemont #WeCraftTheFuture In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.