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Client Service & Experience Coordinator

  • by
  • Full Time
  • Dubai


Client Service & Experience Coordinator Jobs in Dubai


About the job

Key Responsibilities

CS Operations

  • Ensures the implementation of CS procedures and policies in the boutiques
  • Adapts the global CS policy, according to the local needs, systems and boutique organizations
  • Supports the boutique teams on stock management (inventories of ROs, spare parts, leather straps, etc.)
  • Manages the ordering of CS tools and machines
  • Builds a strong collaboration with local Richemont CS platform, in order to ensure the quality of service and the application of Cartier rules and policies
  • Plans, leads and implements projects to improve CS operations, tools and processes in order to achieve greater client satisfaction

CS Community

  • Animates the CS community, is the main point of contact for boutique teams for any CS related inquiry
  • Participates to recruitment and integration of new CS employees
  • Sets individual objectives and assesses performance in coordination with Boutique managers
  • Identifies people potential and participates to individual development plan with Boutique managers (training & career paths)
  • Socializes all CS initiatives and projects to boutique management and CS teams
  • Assesses the boutique CS structure and designs organizational improvements, in partnership with Retail teams

Reporting and Analysis

  • Builds the monthly reports and closely monitors all CS indicators (turnover, delay, return unrepaired, discounts & gratuities…)
  • Analyzes CS performance and designs relevant action plans with boutique teams
  • Assesses the potential and defines the target for activation of global services plans
  • Provides quantitative & qualitative feedback to International CS team on local performance and activation of new services plans

Client Experience

As the local key contact on the Client Experience Barometer:

  • Ensures boutique training and understanding of the CEB KPIs
  • Sets the yearly target for CS and Sales in partnership with Retail teams
  • Analyzes, defines and implements relevant action plan, with office Retail team and boutique teams
  • Supports boutiques in management of some complex complaints, takes the lead in case of escalation
  • Participates to various projects aiming at improving the overall client experience (Cords bar, waiting time management…)

Who You Are


University degree followed by 1-2 years of experience

Previous experience in customer service

Experience in watchmaking, jeweler Retail or customer service appreciated


MS Office proficiency

Analytical skills

Client-oriented, business acumen

Fluent in English, French and/or Arabic would be a plus

Ability to implement short time projects

Rigor, Discernment, Assertiveness, Curiosity

Hands on attitude

Good interpersonal and communication skills

Problem solving and process management skills

Customer oriented with high level of integrity and trust




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