Customer Service Lead (m/w/d)

Overview

In this role you lead the Boutique Team in Frankfurt, shaping a high-service culture aligned with Cartier’s values. You drive seamless client experiences across in-store and omnichannel touchpoints, handling complex cases and repairs while partnering with internal teams to raise service standards. You support peak-period operations and use data insights to identify improvements, ultimately strengthening client relationships and sales.

This is a chance to influence service strategy within a prestigious luxury brand.

• career growth opportunities
• strong team culture
• global brand exposure
• sense of belonging

• Lead and develop the local prime associate team to boost efficiency
• Promote and embed Service standards and tools in daily operations
• Stay current on local and global industry practices and competitive trends
• Ensure accurate data recording for personalized follow-ups and omnichannel experience
• Provide expertise on complex client cases, including complaints, turning them into positive experiences
• Support service processes during peak periods to maintain smooth client flow
• Adopt a Service to Sales mindset to strengthen client relationships and drive conversion
• Manage seamless repair processes with internal stakeholders to meet client expectations
• Leverage client service KPIs and insights to identify improvement opportunities
• Provide strategic input to office teams to enhance service offerings

• Completed commercial training or technical training as a watchmaker or goldsmith
• Several years of experience in After Sales customer service, ideally in the jewelry and watch segment
• High enthusiasm for our brand and our products
• Good knowledge of German and English
• MS Office skills and enjoyment of working with computers
• Ideally initial experience with SAP/ERP

• team leadership
• client relationship management
• strong communication
• MS Office
• SAP/ERP
• data recording and management