V.I.E – Client Engagement and Services Coordinator – Dubai

MAIN PURPOSE

As part of the our MEIA Client Relations Team in the role of V.I.E – Client Engagement and Services Coordinator, you will be responsible to achieve that client experience continues to be elevated across all touchpoints of the Cartier MEIA Region. You will thus be responsible to achieve this through three main pillars of activity, the Client Relations Center, the Client Barometer and Clients Services. The length of this V.I.E assignment is 12 months and ideally starts in September 2022, the position is based in Dubai.

HOW WILL YOU MAKE AN IMPACT?

Client Relations Center

• Build and maintain strong and trustworthy relationship with the external agency team that provides Client Relations;

• Act as the main point of contact in any case that requires support, work with internal stakeholders if required to provide a timely and accurate answer;

• Support in the roll out of new channels and services like video call or an automated appointment booking tool;

• Continuously seek to enhance the existing experience provided to clients by monitoring the team and enquiries received, identifying gaps and making recommendations on how to improve;

• Support in the continuous development of the Client Relations Center team members;

• Lead on any reporting and analysis as well as the animation of the team through dedicated initiatives;

• Support in presenting updates and sharing information about the Client Relations Center with internal stakeholders;

• Monitor the client experience across all channels to provide feedback and action plans for improvement.

Client Barometer

• Act as the regional expert on the Client Satisfaction survey tool;

• Work closely with the Central team on all localizations and tool enhancements;

• Support in maintaining the user access, user visibility and the proper functioning of the tool so the correct surveys are sent to clients;

• Understand the results and contribute to the development of action plans in order to drive the ultimate objective of improved client satisfaction;

• Train and develop the market teams in order to increase their knowledge and usage of the tool;

• Identify areas of opportunity to develop the way the tool is used in the MEIA Region.

Client Services

• Support in animating the client service community across all markets;
• Support in developing the client service strategy in new markets like Turkey, Israel and India;
• Work with the market teams to ensure their action plans are implemented;
• Act as a client service key referent and provide ad hoc support for all market teams on client service topics;
• Monitor and follow up on complaints, and analyse typology in order to build action plans to reduce overall volume and improve client satisfaction;
• Work closely with the Client Engagement and Services Manager to identify areas of improvement in client services that are common to the region and action them with the market teams.

Additional Responsibilities

• Work in an agile manner in case required to support on topics beyond immediate scope of work, in particular, events;
• Participate in planning the agenda and accompanying guests from other markets or the Central teams when they visit;
• Proactively contribute to the MEIA Client Department in any way suitable.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

You have a Bachelor Degree in Communication or Marketing / Business Management and have ideally worked or seek interest in the Luxury Industry. You show strong communication skills, you are client-centric and goal oriented. Fluency in English is required, the knowledge of an additional language such as French or Arabic is a plus.

As a Client Engagement and Services Coordinator, you will have a great opportunity to be an essential contributor in a dynamic team, working for the success of a first-class Luxury Maison under strong business acceleration and transformation. The following skills will enable you to be succesful in this role:

• Client-oriented and passionate about continuous improvement

• Empathetic and resilient in order to effectively find solutions under pressure

• Self-aware, confident, assertive and able to coordinate between multiple stakeholders at all times;

• Self-motivated and able to work autonomously and on multiple topics;

• Curious and have a vision for the role and a drive for excellence;

• Ability to complete reports and understand data.

YOUR JOURNEY WITH US

• Firstly, you will be engaging with an online video interview of 15min for us to assess your understanding of the position, and motivations

• Subsequently, you will be meeting with International Talent Acquisition team to dive deeper and assess your fit to this role

• Finally, you will be able to meet with the local Hiring Team (Local HR and Hiring Manager).

WHAT WE OFFER YOU

We offer exciting opportunities to grow professionally and personally in a supportive and international environment. The industry is transforming, it is an exciting time to join the Maison and to be at the forefront of this industry-wide transformation.

As a V.I.E in our subsidiary in Dubai, you will benefit from:

• 12 month’s contract (renewable to 12 more months)

• Housing allowance

• Monthly allowance not subject to taxes

• Travel cost linked to the move

• Health insurance

ELIGIBILITY TO THE VIE PROGRAM:

Important: Kindly note that the V.I.E Program requires applicants eligible to the V.I.E criterias.

The V.I.E Program is run under the authority of the French Ministry for Economy and Finance and that of the Ministry of Foreign Trade, all details can be found on the Civiweb website: https://mon-vie-via.businessfrance.fr/informations-pratiques-sur-le-volontariat-international