About this role
Within the boutique, your main mission will be to elevate the client experience by providing trusted technical expertise and ensuring excellence throughout the entire after-sales journey, in line with Audemars Piguet’s standards, values and retail vision.
As part of Audemars Piguet’s first official boutique in Australia, you will play a key role in building client trust and loyalty by acting as the boutique’s technical reference, while contributing to the growth and desirability of the brand in the market.
In this context, you will be responsible for:
Acting as a trusted technical advisor to clients, providing clear and accurate guidance on products, repairs and after-sales servicesPerforming technical assessments and recommending appropriate service solutions while ensuring effective expectation management throughout the client journeyManaging after-sales requests from intake to follow-up, ensuring accurate documentation, timely communication and a seamless client experienceBuilding long-term client trust by delivering expert advice and maintaining the highest standards of service excellenceMonitoring and managing the after-sales pipeline in close collaboration with Customer Service teamsEnsuring accuracy and consistency across technical documentation, estimates and administrative processesSupporting the maintenance of tools, equipment and technical workspaces in accordance with brand standardsActing as the boutique’s technical reference and supporting colleagues on product, technical and after-sales topicsDelivering coaching and knowledge sharing to enhance team understanding of watchmaking, complications and servicesEnsuring consistency and accuracy of technical communication across all client interactionsIntegrating technical expertise into client storytelling and engagement to enhance the overall client experienceIdentifying opportunities to strengthen client relationships and contribute to long-term engagement and conversionActing as an ambassador of Audemars Piguet’s watchmaking expertise and heritage within the boutique Minimum of 5 years of experience in a technical, after-sales or luxury client service environmentStrong understanding of watchmaking principles, mechanical timepieces and after-sales processes, or demonstrated ability to develop technical expertiseProven ability to communicate complex technical information in a clear and client-friendly mannerStrong client-centric mindset with a passion for delivering exceptional service experiencesExcellent organizational skills with strong attention to detail and process accuracyExperience managing after-sales cases, technical documentation or repair follow-up processesAbility to coach and support colleagues on technical topics and best practicesStrong interpersonal and communication skills with the ability to build trust and credibility with clients and stakeholdersCollaborative approach with the ability to work effectively across boutique and customer service teamsProficiency with CRM systems and retail tools Audemars Piguet offers a competitive and comprehensive compensation and benefits package.
Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.