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Seasonal Client Experience Coordinator

2 months ago

Toronto, Ontario, Canada Cartier Full time
Job Mission

At Cartier, we are committed to delivering exceptional client experiences that exceed our clients' expectations. As a Seasonal Client Experience Coordinator, you will play a vital role in supporting the execution of our client experience strategy and identifying opportunities for improvement in our boutiques.

Key Responsibilities
  • Create personalized client experiences that showcase our luxury products and services
  • Deliver exceptional welcome experiences to every client, ensuring outstanding hospitality throughout their visit
  • Support with all duties at the front podium, ensuring timely assistance for appointments and walk-in clients
  • Utilize Maison storytelling and heritage to enhance the client experience
  • Assist sales associates with impactful discovery and pre-appointment browsing
  • Support the commercial team with various activities to facilitate seamless client experiences, including appointment preparation, client entertainment, product presentation, and sales finalization
  • Assist clients with quick service requests, repair drop-off or pick-up, personalization requests, and complimentary services
  • Assist the commercial and management teams with client development-related activities, including data entry, report management, and execution of client treatments
  • Provide recommendations and personal services of the highest level, including directions, restaurant reservations, entertainment requests, and floral orders
  • Assist with phone duties, supporting incoming calls, retrieval of messages, and appointment setting for phone inquiries
  • Consistently reach and aim to exceed all KPIs
Optimize the Boutique Environment
  • Support the flow of boutique traffic and daily management of the appointment booking tool (RDV) and queue
  • Support the general upkeep and appearance of the sales floor, wrap rooms, and CS areas
  • Assist with merchandising and overall display maintenance of the boutique, including maintaining proper visual standards, product maintenance, and understock organization
  • Partner with the Operations Coordinator to manage the boutique supply inventory, including replenishment needs for sales and hospitality areas, and support the order process
  • Partner with the Operations Coordinator to ensure proper movement of product in/out of the boutique, including shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
  • Assist with inventory control processes, including daily/weekly/monthly counts and stock movements, to ensure a successful annual inventory
  • Participate in daily set-up and break-down of the boutique for opening/closing as needed
  • Assist with organization and tracking of client experience tools, such as food and beverage, Cartier gifts, stationery, and fragrance samples
  • Assist with special projects as needed
Maison/Industry Knowledge and Compliance
  • Develop fundamental brand knowledge to convey Cartier heritage and values
  • Understand and comply with security and operational procedures, including product handling, inventory control, transaction processing, and payments
  • Remain current on all industry news, local/global competition, and connection to the community
  • Strive for operational excellence related to the boutique environment and upholding standards
  • Share and collaborate best practices with the boutique team
Teamwork
  • Uphold the Cartier standards with the ability to project an approachable and professional image in personal appearance, manner, and demeanor
  • Contribute to a positive and productive boutique environment by leveraging both personal and team savoir-faire to always create a highly collaborative network both in person and via telephone
Qualifications
  • Associate's or Bachelor's degree preferred
  • Previous experience, especially in luxury retail, service, or hospitality industry, is a plus
  • Excellent computer skills and use of technology
  • MS Office experience required; SAP knowledge preferred
  • Additional language skills are a plus
Personal Skills
  • Must be available to work retail hours (including weekends) and travel for trainings as needed
  • Ability to work in a fast-paced, evolving environment
  • Excellent analytical, organizational, and interpersonal communication skills are required
  • Strong understanding of client service needs and priorities (internal and external)
  • Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
  • Collaborative approach with ability to foster a united work environment with a 'can-do' attitude
  • Intellectual curiosity and passion for learning