Director of Care Services

As the Director of Care Services, you will report to the AVP of Client Experience and be responsible for all Services activities related to products in North America. Your role will focus on maximizing team productivity, client satisfaction, and loyalty, while upholding Cartier's promise of accompanying clients through time.

• Act as the strategic leader of Services across the Maison, ensuring timely and effective development and delivery of service strategies and action plans.
• Oversee all Services projects, plan project management, set ROI, and ensure timely completion of projects.
• Provide deep data analysis from CS activations and update on boutique performance.
• Adapt and manage all Client Service product-related initiatives directed by HQ for local implementation.
• Set the in-boutique CS activity strategy and partner with Retail functions team.
• Manage and animate the Service Advisor Community within the retail network.
• Build and maintain relationships with local Richemont and Cartier business partners.
• Lead the Client Services team, manage the team, and provide daily support.
• Establish and maintain strong relationships with Cartier NA Executive Committee and key partners.
• Provide leadership in strengthening internal communications with staff at all levels.

• Bachelor’s degree.
• 7+ years of experience in the luxury retail industry.
• Highly proficient with Looker, Microsoft Excel, Word, PowerPoint, & Outlook.
• Effective time management and organization skills.
• Firm understanding of retail trends and competition monitoring.
• Passionate about client satisfaction and able to motivate retail boutique teams.
• Strong stakeholder management skills.
• Strong interpersonal communication skills.
• Excellent problem solver with analytical capabilities.
• Experience managing and developing a team of direct reports.
• Experience working in matrix organization.