Client Experience Coordinator - Short Hills
- Short Hills, NJ
- Permanent
- Full-time
- Create exceptional client experiences
- Deliver an exceptional welcome to every client upon entry and ensure outstanding hospitality throughout the client visit, while supporting the needs of our hybrid environment
- Support with all duties at the front podium, ensuring that all appointments and walk-in clients are assisted in a timely fashion
- Utilize Maison storytelling and heritage to enhance the client experience
- As part of appointment support, assist sales associates to set the stage with impactful discovery and pre appointment browsing
- Assist the commercial team front-of-house and back-of-house with various activities to facilitate seamless client experiences, including appointment preparation, client entertainment, product presentation, sales finalization (e.g., running product, gathering sales accessories, gift wrapping, food & beverage service, client data capture, Cartier Care, farewell)
- Assist clients with quick service requests, repair drop off or pick up, personalization requests, such as complimentary services including strap changes, bracelet sizing, steam cleaning, cord changes, engraving, embossing, etc.
- Assist the commercial and management teams with client development related activities, including data entry, various report management, and execution of client treatments
- Provide recommendations and personal services of the highest level that may include directions, restaurant reservations, entertainment requests, floral orders, etc.; support the creation of maps, literature, and other materials as needed
- Assist with phone duties, supporting with incoming calls, retrieval of messages and appointment setting for phone inquiries
- Consistently reach and aim to exceed all KPIs
- Support the flow of boutique traffic and daily management of the boutique 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 (e.g., maintain proper visual standards, product maintenance and understock organization, cleanliness)
- Partner with the Operations Coordinator to manage the boutique supply inventory including replenishment needs for sales and hospitality areas, support the order process (as needed) and optimal storage organization
- Partner with the Operations Coordinator to ensure proper movement of product in/out of boutique including, but not limited to, shipments, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
- Assist with inventory control processes (e.g., daily/weekly/monthly counts and stock movements) to ensure a successful annual inventory
- Participate in daily set up and break down of 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
- Develop fundamental brand knowledge to convey Cartier heritage and values
- Understand and comply with security and operational procedures (e.g., product handling, inventory control, transaction processing, including payments, etc.)
- Remain current on all industry news, local/global competition, and connection to community
- Strive for operational excellence related to the boutique environment and upholding standards
- Share and collaborate best practices with the boutique team
- 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
- 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
- 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