Service Lead

Responsibilities

• Promote a service culture by integrating high standards, tools, and best practices into daily boutique operations.
• Act as the primary service referent, disseminating knowledge and procedures to all boutique staff.
• Drive business growth by converting service interactions into new sales opportunities and building long-lasting client relationships.
• Manage complex client cases and complaints, transforming them into positive brand experiences.
• Oversee seamless repair processes, including monitoring lead times, managing repair stock, and performing quality checks.
• Champion the use of digital client service tools and in-boutique machines through training and guidance.
• Analyze boutique KPIs and client insights to identify improvement opportunities and report on performance.
• Ensure accurate data recording for personalized client follow-ups and omnichannel experiences.

Requirements

• Proven experience in client service excellence, ideally within the luxury sector.
• Strong ability to manage operational processes, including repair workflows and inventory control.
• Demonstrated skill in driving client loyalty and implementing "service-to-sales" strategies.
• Proficiency in managing digital tools and analyzing performance metrics/KPIs.
• Excellent communication skills to act as a brand ambassador and lead team training.
• Ability to manage ambiguity and adapt to evolving business needs and service projects.

About the Company

Richemont is a world leader in the luxury sector, encompassing various Maisons specializing in jewelry, watches, and high-end accessories. Each Maison embodies a tradition of style, quality, and craftsmanship, while the Group remains committed to innovation and permanent creativity to preserve the unique heritage of its Houses.