KEY RESPONSIBILITIES

Key responsibility 1: Management of Client Service Operations

- Manage customer care service across all Montblanc networks; Domestic retail, Travel retail and Wholesale dealer POS

- Actively participate in CS process updates and improvements for better client experiences in boutiques

- Identify training & coaching needs through boutique visits when necessary

- Communicate and implement the International Service Policy in cooperation with retail and RCS (Richemont Customer Service) teams and inform boutiques in timely manner.

- Actively communicate with RCS to improve repair service flow and process

- Proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary action plans in order to ensure optimal performance and service

- Monitor stock management follow-up; RO (Repair Order) inventories, spare parts etc.

- Communicate and follow up the legal documents with the government agency

Key responsibility 2: Management of Quality Controls

- Report and follow up all quality issues on products with HQ

- Supervise the quality control through constant trainings towards BTQ staffs in order to minimize non-sellable products generated from BTQs while operating

- Define the quality condition with a solid guideline given from HQ

- Manage the physical inspections on the stock of warehouse and maintain the stock in correct condition

Key responsibility 3: Management CRC (Client Relations Center)

- Management of external partner, CRC to meet the service standards

- Review the weekly/monthly report and provide correct guidelines and feedback in order to ensure the quality of service provided by CRC, to clients and boutiques

- Provide relevant training for better client service and maintaining excellent service level

- Lead CRC projects in line with HQ

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QUALIFICATIONS:

University degree followed by 7 years’ experience Experience in CS functions or watchmaking & jeweler industry highly appreciated SAP experience preferred

SKILLS:

Fluent in spoken & written English Good communication and interpersonal skills Attention to detail Analytical skill Quick learner and multi-tasker

PERSONAL SKILLS:

Client-oriented mind set and attitude Self-confidence, Integrity, Empathy, Emotional control Balance between rigor & flexibility Assertiveness

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