Code de référence:  109721

CDD - International Client Services & Digital Senior Project Manager

Genève, GE, CH

Fixed Term

L-histoire de Cartier repose sur l'audace et la passion. Nous avons adopté un esprit pionnier et audacieux qui continue d-inspirer nos équipes, tous métiers confondus, de nos boutiques à nos ateliers et nos sièges sociaux depuis plus de 170 ans. Nous comptons plus de 9000 collaborateurs de 105 nationalités différentes qui partagent un esprit indépendant et un engagement envers l-excellence, et qui ont pour ambition d-enrichir en permanence l-héritage de la maison en repoussant les limites de la créativité.

The history of Cartier is based on audacity and passion. We have adopted a pioneering and daring spirit that has continued to inspire our teams, across all businesses, from our boutiques to our workshops and our head offices for more than 170 years. We have more than 8,500 employees of 90 different nationalities who share an independent spirit and a commitment to excellence, and who aim to constantly enrich the house's heritage by pushing the limits of creativity.

This position is embedded in the Client Marketing team which is based on 4 pillars: Client Relations, Client Services, Client Insights and Client Marketing Data & Knowledge.

The International Client Services & Digital Senior Project Manager will be part of the Client Services team under the supervision of the Care Services & Improvement Manager.

In the frame of the Cartier Service Promise, we are committed to bringing convenience to our clients & teams.

The Senior Project Manager will have two main responsibilities:

• Lead Cartier Client Services Digital Roadmap definition and execution: ensure the efficient development and roll out of the Client Services digital solutions, keeping in mind the Maison priorities to improve our operational efficiency and client satisfaction. She/he is the Maison SPOC for Client Services digital solutions, including NextGen CS, myPOS & DARE CS, Booster premium services, CCP for both HQ stakeholders and Richemont Group teams.

• Lead transversal Client Services strategic projects execution: participate in the Service Promise Action Plan deployment by ensuring the thorough integration of each project within its framework, to provide the ultimate client satisfaction and experience.

HOW WILL YOU MAKE AN IMPACT?

1. Define, maintain and align the Client Services digital solution roadmap

• Define the roll out plan of the Client Services digital solutions
• Act of a single point of contact for all the Client Services digital solutions
• Ensure prioritization of enhancement based on operational efficiency, client centricity, stakeholders- inputs and resource capacity
• Be in charge of Client Services digital solution demand management:capture, assess and prioritize new demands in respect of the Group procedure, coordinate with cross-functional teams the implementation of key enhancement and measure impact

2. Lead the worldwide deployment of NGCS and implementation of key enhancements

• Lead the delivery and deployment of the solutions
• Coordinate and participate to UAT with Group and Cartier key stakeholders 
• Apply project management mode with key stakeholders, markets and the group to ensure successful implementation and adoption of the solution

3. Lead transversal Client Services strategic projects

• Manage strategic projects and requests that directly impact the Client Services roadmap, ensuring their seamless integration within the Service Promise Action Plan
• Develop and formalize a global implementation plan, proactively proposing adjustments to maintain consistent service positioning
• Adopt a holistic approach by ensuring worldwide integration of Client Services across all client touchpoints (Retail, Wholesale, CRC, E-commerce)

4. Manage transversal resources and coordinate project teams

• Manage the workload and engagement of the teams
• Pilot the progress of the various projects

5. Define solutions KPIs and monitor the performance

• In collaboration with the Client Services Performance Project Manager, ensure the implementation of dashboards to track the performance of the solutions and projects, in harmony with the Cartier Client Services existing internal reporting tools
• Provide regular reporting to top Management, Regions and project stakeholders
• Monitor the impact of the solutions and projects to support enhancement requests

EDUCATION & PROFESSIONAL EXPERIENCE

• Degree from Business or Engineering school
• 10 years- experience in digital & project management in Luxury industry
• Analytical mindset with problem-solving skills, along with a good knowledge of digital solutions
• Excellent communication, collaboration and organizational skills with the ability to interact with a wide variety of people
• Proven ability to manage multiple stakeholders and transversal projects 
• Fluent in French & English, in both writing and speaking

PERSONAL SKILLS

• Highly rigorous and organized with great attention to detail 
• Strong client orientation with an innate sense of luxury and service excellence 
• Business and results-oriented with a data-driven decision-making mindset 
• Comfortable working autonomously while being a collaborative team player 
• Ability to juggle multiple projects simultaneously and efficiently 

WHAT DO WE OFFER**** 

• We create a positive environment and highlight your personal and team performances 
• We-re fully transparent and share with you: Maison strategies, key information, needs of others Corporate Departments 
• We constantly educate you with: Cartier-s savoir-faire, competitive landscape, industry news, client experience best practices 

YOUR JOURNEY WITH US**** 

If your application is selected, we will give you an introductory call to explain further steps and discuss the opportunity. If things go well on both ends, you will meet the hiring manager and the HR Manager.

En savoir plus sur la vie chez Cartier

www.careers.cartier.com

Richemont possède plusieurs des plus grandes entreprises mondiales dans le domaine des produits

de luxe, avec des atouts particuliers dans les domaines de la bijouterie, des montres et des

instruments d'écriture. Cartier a rejoint le groupe en 1988.

En savoir plus sur le Groupe Richemont