Client Service & Boutique Admin

Since 1874, Piaget has been committed to bringing the spirit of Luxury to life thanks to a constant quest for creativity, an unlimited innovation and a respect for excellence. All this being possible thanks to a fully integrated Manufacture mastering watchmaking and high jewelry know-how.
Piaget excels in everything that is rare, precious and exceptional.
Always do better than necessary: the Piaget founder’s motto still remains the guiding principle for all our colleagues across the world who, every day, make Piaget grow with passion.

KEY RESPONSIBILITIES

Care Service

Customer Experience Journey

• Responsible for welcoming each care service client while exhibiting Maison values and exceeding client experience expectations
• Handle all care service from registration to collection. Identify service needs and make appropriate recommendations
• Coordinate with the Repair Technical Center, serving as the client’s representative during their repair journey, supporting their needs, and raising inquiries on their behalf
• Utilize escalation matrix for care service requests of sensitive nature
• Meet and/or exceed service time frames and client expectations by retrieving daily status reports and partnering with Boutique Director & Care Service Manager
• Foster regular and proactive interactions with clients via phone, email, chat, and other mediums, ensuring timely and precise communication
• Utilize Maison and Group service offerings, including but not limited to Watchfinder and Conversion program. Partner with Boutique team to facilitate the sale of timepieces
• Consistently reach and aim to exceed all care service KPIs

Care Service Operations

• Execute new care service projects or procedures within the boutique in collaboration with the Boutique Director and the Repair Technical Center
• Ensure proper understanding and execution of Maison and Group POS procedures to ensure transaction handling compliance
• Oversee the inventory levels of care service packaging and related items in collaboration with the Retail Operations team
• Conduct scheduled repair cycle counts set by Group along with boutique cycle counts as required
• Guarantee prompt transfer of care service registrations and collaborate with the Boutique Director to expedite shipping processes

Boutique Operations

Compliance

• Ensure proper understanding and execution of all Maison and Group policies and procedures within the boutique; champion and influence compliance amongst the boutique team
• Support the overall success of boutique audits; partner with management to implement and execute action plans. Consistently reach and aim to exceed all KPIs

Inventory Control

• Conduct scheduled cycle counts set by Group along with daily/monthly boutique cycle counts to ensure accurate stock counts and tagging accuracy
• Monitor inbound shipments and communicate delivery timelines in daily briefs
• Participate in daily set up and break down of boutique for opening/closing as needed

POS Procedures

• Ensure proper understanding and execution of Maison and Group POS procedures to support the sales team and ensure transaction handling compliance
• Monitor financial aspects of boutiques sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately
• Support other transactional flows including but not limited to Ecommerce, Watchfinder to ensure efficient business operations and seamless client experience

Merchandise Transfer

• Ensure proper movement of product in/out of boutique including but not limited to shipments, repairs, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
• Consistently demonstrate excellent care and proper product handling, and follow appropriate packing, shipping, and receiving procedures

Organization

• Manage the boutique supply inventory including replenishment needs for sales, repairs, hospitality, as well as back of house
• Ensure the best possible organization is implemented throughout the boutique and back of house

Other Responsibilities

• Uphold Piaget standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment
• Act as liaison with boutique network and corporate team members
• Assist with special projects as needed

QUALIFICATIONS

Education

• College degree is preferred

Required Experience

• 2 to 5 years of previous experience in luxury retail, service or hospitality environment
• General knowledge of jewelry or timepiece industry preferred

Personal and Technical Skills

• Excellent analytical, organizational, and interpersonal communication skills are required
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Ability to perform product services including but not limited to strap changes and bracelet sizing preferred
• Skilled in resolving disputes or managing disagreements
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced retail store environment
• Excellent computer skills and use of technology
• SAP knowledge preferred
• Additional language skills are a plus

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $23-25/hour

Salary will be determined based on relevant skills and experience