Richemont Luxury (Singapore) Pte Ltd – Retail Co-ordinator

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in jewellery, luxury watches and writing instruments.
Our Maisons™ encompass several of the most prestigious names in the luxury industry including Cartier, Van Cleef & Arpels, Piaget, Vacheron Constantin, Jaeger-LeCoultre, IWC, Panerai, Montblanc and Shanghai Tang.

MAIN PURPOSE

Key responsibility 1 – Customer Relationship Management (CRM)

Support the Retail Manager in implementing CRM plans as follows:

Ø  Monitor CRM expenses and budget

Ø  Customers Database (CDB): Ensure CDB is updated, relevant and complete 

Ø  Attend enquiries received from Regional Call Center

Ø  Adapt locally Clients contact plan, subsequent roll out and follow-up

Ø  Manage client data extractions and provide reports/information for campaigns such as :

§  Events

§  Mailings (Catalogues, Welcome Packs),

§  Email Blasts

§  Emailing campaigns

§  Send to boutiques Birthday & Anniversary reminders & analysis

§  Sending of letters

§  Marketing requests

Key responsibility 2 – Retail Operations and Performance

Ø  Submit to Regional team and/or Retail Manager:

§  Daily Sales Reports

§  Monthly actual sales vs budget 

§  Month-end Reports, Key Retail Indicators

§  Other reports on a project basis such as competitors’ analysis, sales staff performance, etc

Ø  Support Retail Manager and Trainer in the implementation of action plans relating to Mystery Shopping

Ø  Monthly Retail Meeting

§  Follow up with Retail Manager on the Meeting agenda and communication to the team

§  Take minutes of meeting and ensure accountability is assigned to each person for subsequent follow-ups

Ø  Boutique openings and store design projects:

§  On-site support on administrative tasks (PO, invoices …)

§  Coordination with regional store planning team and third parties involved to facilitate a smooth process.

Ø  Support Boutique Operations:

§  Assist in organizing events - e.g. invitations, coordinating the logistics/travel arrangements for VIP customers attending overseas events

§  Consolidate feedback - e.g. for marketing purpose

§  Other Administration - e.g. liaise between boutiques & A/C, Admin & IS&O dept.

§  Create POS and boutique billings follow up

§  Keep track of expenses relating to boutiques or staff by verifying invoices. For example: repair and maintenance, training, uniform, PLVs.

§  Support boutiques administrative duties. For example: printing letterheads, arranging stationaries, invoices, name cards.

Key responsibility 3 – Customer Service  

Ø  Ensure customer service communication with the boutiques.

Ø  Ensure that policies defined by Central are applied in the country

Ø  External Workshop Report

Ø  Follow up on repair and quality issues

o    Repair Order follow-up

o    Quality Issue: create forms & follow-up

o    Escalate to Retail Manager accordingly

Ø  Close follow up on Special orders and VIP customers’ needs

Ø  Escalate to Retail Manager for matters needing attention or decision making

Ø  Implement new services as supervised by Retail Manager

Key responsibility 4 – Training Coordination

Ø  Support trainer with coordination of training programs for Retail team

Ø  Organize induction agenda for new recruits