CS Excellence Manager

公司描述

The present and future of Audemars Piguet are built on the invaluable contributions of all our talents. Inspired by the wealth of our past, we are excited about the endless possibilities that our future holds. Together, we are resolutely forward-thinking and strive for excellence in all areas of our business.

If this journey inspires you, come chart your own path within our family and let’s continue creating the extraordinary. Together, let's write the next chapter of your career!

职位描述

SCOPE OF WORK (MAIN MISSION)

As part of the strategy to achieve customer relationship goals to build a strong brand image based on a “Best in Class” Customer Experience, the employee uses all his/her skills to make our technical advisors & CS leaders improve client experience, coach and deliver the CS Excellence strategy, report all needs and proactively shares, improvements proposals with headquarters.

Work in synergy with ARC community & Retail Operations teams to improve the service given to the Boutiques. The CS Excellence Manager is a mentor for our TA & CS Leaders, as well as a Customer Service Ambassador.

Responsibilities

• Deliver Premium Client Services — Ensure the highest levels of client service standards are delivered in Boutiques and AP Houses, creating exceptional customer experiences.
• Bridge Communications — Facilitate efficient and smooth communication between Boutiques/Houses and the Customer Service Department to ensure aligned operations.
• Execute Watchmaking Experience Programs — Organize and deliver "Watchmaking Client-Experience Programs" in AP Houses, including the "Master Class Program" as scheduled.
• Drive Operational Excellence — Visit Boutiques regularly, analyze CS KPIs (stock management, estimates, training results), and identify areas for improvement.
• Manage Client Care & CRM — Coordinate client care initiatives, support CRM activities, handle complaints, and assist with marketing campaigns and events.
• Lead Training & Onboarding — Train boutique staff on CS best practices, including client reception, watch registration, and product knowledge. Coordinate onboarding for TA and CS Leader headcount.
• Analyze Performance & Implement Actions — Review mystery shopping results and set up corrective action plans in collaboration with  CS Manager.
• Support Store Openings & CPO Operations — Provide operational support for boutique and AP House openings, and assist with Certified Pre-Owned (CPO) program rollout and operations.

职位要求

Technical

• Manage client care and CS experience relationships within Boutique, handle effectively complex situations and respond to complaints effectively
• Provide administrative and operational support on daily tasks and for specific events.

Behavioral

• Client & Experience oriented；
• Expertise and know how transmission；
• Solution oriented；
• Individual contribution within a team.

其他信息

Audemars Piguet offers a competitive and comprehensive compensation and benefits package. 

Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.