CS Excellence Manager

Audemars Piguet
Shanghai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer service","Communication","Problem-solving","Training","Teamwork"]

The CS Excellence Manager leads and coaches customer service leaders to elevate client experiences across Boutiques and AP Houses, mentors TA & CS Leaders, and acts as a Customer Service Ambassador. You’ll drive the CS Excellence strategy, collaborate with ARC/Retail Operations, oversee training, CRM initiatives, and watchmaking experience programs, and support store openings and pre-owned program rollout.

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Audemars Piguet
Audemars Piguet
3 months ago

CS Excellence Manager

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Last checked: 1 hour agoStatus: Live

Job Summary

The CS Excellence Manager leads and coaches customer service leaders to elevate client experiences across Boutiques and AP Houses, mentors TA & CS Leaders, and acts as a Customer Service Ambassador. You’ll drive the CS Excellence strategy, collaborate with ARC/Retail Operations, oversee training, CRM initiatives, and watchmaking experience programs, and support store openings and pre-owned program rollout.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Deliver Premium Client Services — Ensure the highest levels of client service standards are delivered in Boutiques and AP Houses, creating exceptional customer experiences.
  • •Bridge Communications — Facilitate efficient and smooth communication between Boutiques/Houses and the Customer Service Department to ensure aligned operations.
  • •Execute Watchmaking Experience Programs — Organize and deliver "Watchmaking Client-Experience Programs" in AP Houses, including the "Master Class Program" as scheduled.
  • •Drive Operational Excellence — Visit Boutiques regularly, analyze CS KPIs (stock management, estimates, training results), and identify areas for improvement.
  • •Manage Client Care & CRM — Coordinate client care initiatives, support CRM activities, handle complaints, and assist with marketing campaigns and events.

Key Requirements

  • •Manage client care and CS experience relationships within Boutique, handle effectively complex situations and respond to complaints effectively
  • •Provide administrative and operational support on daily tasks and for specific events
Experience:Luxury goods and jewelry
Skills:Customer serviceCommunicationProblem-solvingTrainingTeamwork
Languages:Chinese (Simplified)English (if mentioned)

Company Brief

Audemars Piguet
Swiss manufacturer of high-end mechanical watches and luxury timepieces, known for iconic designs like the Royal Oak and for traditional craftsmanship blended with contemporary innovation.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Le Brassus, Switzerland
Founded: 1875
WebsiteLinkedIn