Senior Manager - Client Experience

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Client Experience Manager

Maison or Function | New York, NY

Reports to: Regional Training & Client Experience Director

Role Overview

The Client Development Manager is responsible for crafting and executing a comprehensive clienteling strategy that aligns with key global and local stakeholders. This strategy aims to build meaningful relationships and elevate the overall boutique experience. This individual will foster a client-centric mindset by collaborating closely with the retail sales team to understand their clienteling efforts, identify opportunities, and implement new initiatives to strengthen client development capabilities. Furthermore, the Client Development Manager will partner with training and store leaders to coach and train staff based on KPIs, analyzing the impact of clienteling on the business to ensure continuous improvement and success.

Responsibilities

Strategy and Execution

• Design, set up and implement client development strategies to enhance loyalty and recruit new clients, fostering long-lasting relationships through personalized communications.
• Lead all initiatives aimed at cultivating one-to-one communication with clients, to drive prospect conversion, client retention, reactivation, and upgrades
• Design meaningful and tailored outreach initiatives that demonstrate our deep understanding and appreciation of the client
• Develop initiatives aimed at increasing appointments and encouraging customers to return in-store for personalized, and increased one-to-one interactions
• Deliver on-going coaching for retail teams, in partnership with training and store leaders, to enhance their client engagement skills
• Craft an annual clientelling strategy and roadmap, in partnership with cross-functional teams, aligned with broader business goals and the Global vision
• Participate in the overall retail strategy with innovative ideas that elevate our experience and put hospitality at the heart of all we do.
• Fulfill overall Retail Strategy by collaborating with VP of Retail to ensure consistency and on brand execution.
  
  

Data, Reporting, and Tool Management

• Define and track performance metrics for clientelling initiatives to measure success and impact – regularly adjusting based on feedback or changes in business priorities
• Manage all clientelling reporting and support tools, including The View, to ensure key objectives are met
• Identify any existing clientelling friction and challenges for the retail team by regularly spending time on the selling floor to develop effective solutions
• Assess and optimize current methodologies and sources of client data collection to ensure accuracy and completeness
• Continuously improve data collection methods to enhance data capture and ensure robust client data for better personalization
• Lead, motivate, train and coach retail teams in partnership with training department to optimize clientelling performance and achieve client KPIs and sales goals
• Develop a regular communication cadence for clientelling efforts and performance to the Executive Committee
  
  

Cross-Functional Alignment and Omnichannel Support

• Partner with the Corporate team to define boutique activation objectives, target audience, and event client lists to achieve defined commercial goals with the aim of delivering a holistic, elevated and tailored boutique experience
• Collaborate with all teams to ensure all client development strategies align with and reinforce the overall brand messaging
• Ensure a proper messaging cadence to maintain consistent communication with clients, avoiding duplication of one-to-many broadcast campaigns, preventing saturation and ensuring each interaction remains impactful and valued
  
  

VIP Client Focus

• Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delightful moments
• Identify new ways to engage key client segments, including VICs, in partnership with the High Artistry Director
• Develop, source, and order gifts to recognize top VICs and foster meaningful relationships
• Ensure strong partnership with Regional Directors on execution of Clientelling strategy
  
  

Qualifications

• Bachelor’s Degree in related field required
• Retail Leadership experience and understanding of client – service relationship
• 3-4 years of experience in CRM, client experience or client services
• Excellent interpersonal skills with the ability to be proactive are required
• Ability to turn data into clear and actionable insights
• Self-motivated and entrepreneurial with a problem-solving mindset
• Ability to interact with different seniority levels in a multi-cultural, international organization
• High flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment
• Ability to represent the Maison to internal and external clients
• Flexibility to travel as needed
• Ability to multi-task, work independently and with a team is essential
  
  

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $125k-$140k

Salary will be determined based on relevant skills and experience.