Customer Service Project Manager

« Always do better than necessary » is not only our founder's motto; it is also the mindset that drives us every day to do what has never been done beforeHave you ever thought about becoming a member of the Piaget Family?Customer Service Project ManagerIf you are:A strong project manager with previous CS/Retail experience, capable of working with multipe stakeholders within the Organization.Organized, detail-oriented and an excellent communicator with a knack for explaining complex concepts.Passionate about luxury watches and jewelleryThen you must be the right talent to join our Customer Service (after sales) team as a CS Project ManagerWithin the Piaget Customer Service Headquarter Department, the Customer Service Project Manager is pivotal in establishing the strong foundations of the Customer Care strategic orientations of the Maison. The person will focus on monitoring Customer Service activity and plans, providing recommendations to enhance the service strategy and to design specific actions.Key Responsibilities:Project Management: based on the global strategy and vision for Piaget Customer Service, suggest and lead concrete actions in collaboration with other departments to develop a first class after sales Customer Experience.Audit, propose and implement new solutions and tools in order to achieve better results and reach CS operational efficiency in our boutiquesDefine and lead improvement projects towards our final customers, our point of sales, and platformsStructure and prioritize actions according to emergencies, business, planningConduct competitive analysis among the luxury industry to identify trends, consumer needs and best practices for CS (after sales). If needed challenge the current ways of workingClient claim management: play a key role in proactively managing sensitive customer service (CS) claims. As a Client Claim Management specialist, you will provide timely and effective support to our markets, working to prevent escalations and ensure client satisfaction. This position requires a strong understanding of escalation processes and a commitment to finding satisfactory solutions. Another key aspect of this role is direct communication with CS clients, via mail and telephone as needed.CS Training Program Manager & Community Lead: join our team and play a key role in animating our CS champions sales community and developing engaging Customer Service (CS) training programs to enhance CS skills and culture. As a CS Training Facilitator & Community Coordinator, you will design creative training materials on CS fundamentals for Retail and lead CS training programs to support the Customer Service activities managed by our Sales Associates.Customer Service Content Creation for Web and Digital Platforms: the role involves creating and maintaining customer service content across our digital ecosystem, including our website's customer service pages and customer-facing communications within our SAP system.CS Retail Performance & Insights Specialist : we are seeking a data-driven individual to monitor CS Retail Key Performance Indicators (KPIs) and drive performance improvements. As a CS Retail Performance & Insights Specialist, you will develop and maintain the Customer Service Retail activity dashboard, transforming data into actionable insights in collaboration with key stakeholders. This position requires the ability to identify strategic and technical levers to enhance performance, aligning with the Maison's high standards. You will also be responsible for collecting data about CS operations to optimize systems, processes, and policiesThe exceptional skills we are looking for:Bachelor's/Master's degree or equivalentMandatory experience in Customer Service/After sales and Retail within the luxury industry.Minimum of 5 years of experience in Project Management with regional/international exposure.Fluent in French and English; additional languages are a plus.Proven experience in Project Management tools and methodologies with strong analytical and problem-solving mindset.Strong business and client orientation: good understanding of escalation processes and a commitment to finding the best solutions.Exceptional team player with a collaborative, positive and constructive spirit.Strong drive, influencing, and communication skills.Proficiency with O365 Applications (Excel, Word, PPT) and data visualization tools such as Power BI and SAP Analytics Cloud.Still wondering why you should apply?Our friendly, open-minded and talented team looks forward to welcoming additional skills to keep raising the barYour daily activities will be interesting, challenging and diverseWe are passionate about developing our people and you will have access to various trainingsNo day will be like anotherThe Piaget sense of daring, shared joy and freedom, means that we will always strive to go further If you want to become a part of it do not hesitate to apply