Flagship Client Services Team Leader - Cartier Sydney

Job Description

Sydney, NSW, AU Permanent The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. Be a part of our Team! We are looking for an experienced Team Leader who specializes in client satisfaction to join us in our Sydney Flagship to oversee our Client Service Team. If you have a heart for luxury jewellery and a passion for leading a dynamic team, we welcome you to apply now! HOW WILL YOU MAKE AN IMPACT? The Client Service Team Leader plays a pivotal role in ensuring the smooth functioning of client service operations. Positioned between the Associate and Manager levels, this role ensures a high standard of client satisfaction, drives the implementation of client service policies, and supports the Client Service Manager in achieving strategic objectives. The Team Leader fosters a collaborative team environment, acting as a mentor to Customer Service Associates while coordinating daily activities and ensuring the consistent delivery of premium service. With your proven ability to provide exceptional client experience, demonstrated success in achieving sales targets, and success in leading a team, you will be instrumental in the day-to-day operations of the boutique. You will be responsible for: Leading by example, delivering exceptional service and acting as the first point of escalation for resolving complex client issues. Upholding luxury service standards, ensuring seamless client interactions. Providing expert guidance on Cartier products and services. Driving personalized client experiences, fostering loyalty and repeat business. Supervising, motivating, and developing a team of customer service professionals. Setting goals, conducting performance evaluations, and providing constructive feedback. Ensuring consistent communication with the Client Service Manager about team performance, success, and challenges. Overseeing client service processes, including repair orders and data management. Monitoring stock levels and ensuring compliance with brand policies and procedures (i.e., SPINE). Meeting service lead times, client satisfaction metrics, and any other KPIs set. Promoting teamwork, inclusivity, and a positive work environment. Coordinating with Sales, Technical, and cross-functional teams for seamless client services. Partnering with Richemont CS Platform and stakeholders to manage complex repairs or client needs. Working closely with Head Office to share feedback, recommend improvements, and ensure Cartier standards are met. HOW WILL YOU EXPERIENCE SUCCESS WITH US? We believe in shared success and understanding that with your actions you elevate your team and Maison. To contribute to team success, you will have: A minimum of 3-5 years in luxury client service or a related field, with a proven track record of leadership or supervisory experience. Excellent verbal and written communication skills, with the ability to handle complex client situations diplomatically. Strong ability to troubleshoot, resolve conflicts, and find solutions to enhance the client experience. Highly organized with attention to detail, capable of managing multiple tasks and priorities. Strong understanding of technical repair processes and service policies; SAP knowledge is a plus. Demonstrated ability to motivate and mentor team members while maintaining a positive, professional working environment. Strong work ethic and passion for delivering excellence in client service. Adaptable to changing priorities and capable of working under pressure. Experience working in luxury retail or similar client-focused industries is preferred. HOW DO WE KEEP YOU SMILING? This role offers a unique opportunity to lead a team, develop critical leadership skills, and contribute to the long-term success of the client service function within the organization. In return, we offer: The chance to work within a globally recognized, award-winning flagship boutique. A great opportunity to be a part of a dynamic and diverse team. Time to build your knowledge and experience in all aspects of boutique operations at a flagship level. Regular exposure to local and international senior leaders in the business. A competitive salary along with a range of market-leading incentives. A plethora of opportunities within Cartier and the Richemont Group to help you develop and take your career to the next level. YOUR JOURNEY WITH US: After being shortlisted, we will book a time with our Talent Acquisition Partner to discuss the role and for us to get to know you. If you are successful through the initial interview, you will be invited to attend a meeting with our Boutique Management team. From here you will be invited to a face-to-face interview with our Commercial Area Manager & HR Manager to assess your fit for the role. In return, we will also share insights on our team dynamics and our company culture. Finally, you will then have the opportunity to meet our Commercial Director who can share our overall vision and plans for the future. Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in jewellery, watches, and writing instruments. Cartier joined the Group in 1988. #J-18808-Ljbffr