The Client Relations Centers (CRC) are relational centres leveraging the power of human connection. Our Ambassadors are experts in creating personalized relationships with our clients. They have a deep knowledge of our products, services and history and handle a range of various requests, such as product availability, boutique appointments, gift purchasing and styling advice.
Cartier is a global Maison, and as someone who grew up in six different countries, I always envisioned myself working for an international organization that would give me the possibility to work in many different offices and boutiques around the world.
Please tell us more about your role as a Senior Ambassador for Cartier.
As Senior Ambassadors, our role is to be a referent Ambassador for the market. We act as a first point of contact for feedback, support the onboarding of new hires and keep up to date with the different market procedures. We leverage our experience within the CRC to help provide the first-class service that our clients expect from a brand like Cartier.
We are fortunate enough to work in the beautiful Herengracht Office in Amsterdam, a historic listed building with a rich history, right on the canals. We organize regular team buildings, celebrations and challenges, culminating in the End-of-Year season, historically the busiest time for our boutiques and online.
What characterizes the culture at Cartier?
The Culture at Cartier is embodied by our core values, which include curiosity, open-mindedness, generosity, sharing, respect, rigor and independence. This is reflected in everything that we do both internally within the Maison, and externally with our clients.
Our culture is unique in the sense that we have a rich history dating back to 1847, but we were always a modern brand, inspired by the past while innovating and always looking to the future.
Which Cartier teams do you work closely with?
We work closely with our relevant local markets and other departments such as E-Commerce & Anti-Fraud to ensure the best client experience. We are also an important point of contact for our boutiques. When our clients are not able to reach the boutiques directly, we are here to facilitate their communications and requests.
While the focus for my team is the United Kingdom and Ireland, we often receive requests from all over the world, and we help direct the requests to the right department. I always say that there is never a dull day at the office, as reflected in the diversity of requests we receive.
How do you think your job has evolved through the years?
We have seen our team grow significantly in size, as the digitalization of the business and the client interactions have increased throughout the years. With the boom of e-Commerce, our team and our systems have evolved: we implemented a whole new system for client management, focusing on bridging all the software that our Ambassadors use into one tool to manage such interactions.
I have also personally seen clients make increasingly significant purchases directly on the website or by phone, without the need to visit a physical location. This kind of online purchasing wouldn’t have been a common reality 10 years ago. Now it is completely normal and has become a preference for some of our clients.
What attracted you to work at Cartier?
Combining my passion for gemstones and jewelry, it seemed the natural choice to apply when the position came up. Cartier is a global Maison, and as someone who grew up in six different countries, I always envisioned myself working for an international organization that would give me the possibility to work in many different offices and boutiques around the world.
What has been the most memorable moment in your Cartier journey?
There are countless memories I cherish in my time with the Maison, including the fantastic opportunity to open a Pop-Up Cartier boutique in Mykonos as part of a short-term assignment experience, working very closely with an amazing, diverse team from all over Europe. It certainly was a summer to remember.
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