Client Care Manager

How will you make an impact? HOW WILL YOU MAKE AN IMPACT?

In order to reinforce our Customer Service team, we are currently recruiting a :

Client Care Manager

Your mission

As the Client Care Manager, you will be responsible for the development and implementation of a comprehensive Client Care program for Panerai.

You will lead and train a dedicated team to interact effectively with Panerai’s international network, manage VIP client cases, and oversee various projects aligned with the strategic goals of the company.

This role also includes direct collaboration with Richemont platforms to implement and monitor Panerai’s Customer Service procedures and policies.

How will you make an impact

• Client Care Program Development : Develop and introduce a comprehensive Client Care program that aligns with Panerai’s standards and strategic objectives.
• Team Leadership and Training : Supervise the recruitment, orientation, and continuous training of the Client Care team to ensure they possess the necessary skills and knowledge.
• VIP Case Management : Coordinate and manage VIP client cases, ensuring prompt, client-oriented solutions at an international level.
• Operational Project Management : Oversee the operational management of Client Care projects, ensuring that all customer communications meet the expectations of Panerai's clientele.
• Tool and Process Optimization : Implement and develop management tools and processes, including sales force services, cloud platforms, live chat, and other client centric technologies.
• Client Relationship Management : Work closely with Brand Directors to provide competent advice to our international clientele, and provide VIP clients with accurate information regarding delivery times and availability.
• Feedback and Continuous Improvement : Establish communication channels for clients to share their feedback and challenges, and ensure that client feedback is analyzed to drive key decision-making.
• Product development support : Work closely with the R&D team to integrate customer service feedback into the development of new products.
• Quality feedback : Work with the Quality department to analyze customer feedback and implement corrective actions to maintain the excellence of our products.
• Technical Training Development : Manage the Training Center and coordinate technical training for the Customer Service team on an international level, developing and deploying annual training plans and new training modules as needed.
• Performance Monitoring : Track and analyze key performance indicators for Client Care activities, ensuring continuous improvement and adherence to Panerai’s high standards.

How will you experience success

• Experience : 3 to 5 years of project management experience with a background in customer care, call centers, or after-sales service in a medium to large company.
• Language Skills : Fluency in both spoken and written English and French is essential, German or Italian is a plus.
• Additional Skills : Watchmaking knowledge is required with strong client orientation, excellent communication skills, problem-solving abilities, and experience in training and team development.
• Education : Preferably in Marketing, Business Administration, or a related field, with relevant experience in client service and management of medium to large teams.

How do we keep you smiling

• You will be part of a dynamic Maison where your skills and talents will be recognized.
• You will share with us the same values such as enriching communities, care attitude, continuous improvement, efficient accountability .
• You will work in a multicultural team and develop international experience.
• You will navigate with us on our sustainability journey.
• You will develop and take your career at the next level with potential opportunities within Maison and the Richemont Group.

Interview process

1st Stage After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call

2nd Stage Interview with Hiring manager and our HR department.

3rd Stage - An additional interview with peers may be necessary.

Panerai is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process.

We want to offer an inclusive environment of mutual respect and we are determined that no applicant experiences discrimination based on gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.