Deputy Manager Focus Client Experience Hamburg 1

Client Development & Client Experience:

• Identifies and executes client development strategy, client telling initiatives and client follow up

• Program, curate and execute exceptional client experiences and build long term relationships

• Manage the welcome, discovery, and overall client flow (including pre/post appointment preparation, browsing, sales interaction, etc.)

• Share client insights, identify areas of opportunity, and provide feedback for continuous improvement to client team

• Consistently look for ways to improve and enhance the client experience in the boutique by partnering with boutique leadership and corporate partners to source industry best F&B vendors, in-store entertainment for key commercial moments and local partnerships

• Appointment & Traffic management: pre-planning, coordination,and review of upcoming appointment schedule with all team members to ensure clarity and consistently improve how the team manages to provide the most elevated and luxurious in-boutique experience for Cartier clients

• Provide recommendations and personal services of the highest level that may include cultural events, restaurant reservations, entertainment requests, floral orders, etc.

• Take lead and responsibility for operational roll-out of all clienteling activities and digital tools for the team

• Be the key point for all client segmentation and client activation actions for the boutique, supporting team members in building client action plan

Leadership & Performance

• Inspire and engage team members by connecting them to the bigger picture of business strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture within the boutique

• Support and develop the team to elevate the team experience

• Actively participate to the performance management process

• Identify learning opportunities & define “individual development plan” for the customer service and other team members

• Monitors the KPIs on a daily basis and makes decisions on administrative and operational matters to ensure that objectives are achieved

• Defines and organizes the relevant actions to permanently improve the floor management and customer/employee journeys

• Drives best practice and cross functional collaboration with other boutiques and head quarter

Ambassadorship & Image:

• Act as a Maison Ambassador & uphold boutique image

• Represent the Maison in events, special occasions

• Actively look for opportunities to develop the network of the Boutique