Customer Service Project Manager

Within 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 Customer Experience.

• Audit, propose and implement new solutions and tools in order to achieve better results and reach CS operational efficiency in our boutiques
• Define and lead improvement projects towards our final customers, our point of sales, and platforms
• Structure and prioritize actions according to emergencies, business, planning
• Conduct competitive analysis among the luxury industry to identify trends, consumer needs and best practices for CS. If needed challenge the current ways of working
  
  

Client 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 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 policies

The Exceptional Skills We Are Looking For

• Bachelor's/Master's degree or equivalent
• Experience in Customer Service and Retail within the luxury industry is highly desirable.
• Minimum of 5 years of experience in Project Management with regional/international exposure.
• Fluent in French and English; additional languages are a plus.
• Proficient in Project Management tools and methodologies.
• Results-driven and solutions-oriented with a strong business and client focus.
• Strong understanding of escalation processes and a commitment to finding satisfactory solutions.
• Excellent analytical and problem-solving skills.
• Exceptional team player with a collaborative spirit.
• Highly structured, autonomous, pragmatic, and reliable.
• Strong drive, influencing, and communication skills.
• Positive and constructive mindset.
• 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 bar
• Your daily activities will be interesting, challenging and diverse
• We are passionate about developing our people and you will have access to various trainings
• No day will be like another!
  
  

The 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!