International Client Services Performance & Improvement Intern

your missions

Enhance Client Services reporting tools and conduct performance analysis 

• Follow up and deep dive monthly Client Services KPIs
• Implement new reportings and monitor regularly with markets
• Conduct intelligence benchmarking on services, prices, leadtimes and assets
• Client Services reporting tool:
• Identify enhancement opportunities by collecting the Client Services community needs, creating request tickets, prioritizing new features, organizing POC testing and training phases and deploying to all markets
• Be the privileged interlocutor of markets and central teams

Lead performance analysis for Cartier’s worldwide Warranty Extension program

• Monitor and communicate regularly market results
• Review training materials
• Support markets’ requests, create one pagers to help boutiques with registration and harmonize documents provided to customers
• Be the communication facilitator between markets and organize best practices sharing sessions 

Support on Client satisfaction & Complaints management projects

• Track and provide reports on complaint volumes and Client Services satisfaction KPIs
• Provide analysis from various internal tools to support decision-making, prepare meetings with our markets and identify areas for improvement
• Collect market feedback on the use of the complaint management tool, address and track requests for improvement
• Update and improve training materials

Your PROFILe

• You are a Business or Engineering student, university or equivalent
• You have a successful first experience on analytical assignments, in Marketing or Client Services
• You have an analytical mindset with problem-solving skills, along with a good knowledge of Excel and Power Point; knowledge of SAP Salesforce reporting software is a plus
• You are organized, attentive to details and have good priority management.
• You have excellent communication, collaboration and organizational skills with the ability to interact with a wide variety of people
• You are serious, proactive and appreciate the world of luxury
• You are fluent in English, in both writing and speaking
• You are comfortable with the Office package (Excel, Power Point, Teams, etc ..)