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Client Engagement Regional Director, Northeast
senior · Luxury & Retail
Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
MAIN PURPOSE
The Regional Director, Client Engagement will implement Client Engagement strategies and plans for their market, driving sales growth through one-to-one clienteling and developing ongoing loyalty from Cartier clients. This role will identify and implement new initiatives to target, build and establish successful relationships with existing and emerging clients through exceptional experiences and in store activation programs in strong partnership with the Regional AVP and cross-functional partners. They will also help implement initiatives to recruit and develop new high net worth clients. Finally, they will provide pro-active in-person coaching to boutique teams designed to improve clienteling performance and client development results.
KEY RESPONSIBILITIES
Consistent Culture of Clienteling
- Conduct regular (3-4 days per week) boutique visits to support directors, managers and associates, improve clienteling KPIs, and reinforce best practices as the subject matter expert
- Build a clienteling mindset and culture within boutiques; embed clienteling routines into daily business practices, including morning meetings, coaching conversations and performance discussions
- Drive adoption of all client outreach tools; build environment to allow for the time and attention to strategic clienteling activities
- Support the implementation of new clienteling tools and initiatives; animate and follow through roll out across the region/boutiques; scale best practices across the region
- Upskill and reinforce team behaviors by providing boutique leadership teams with the right coaching tools and training
- Partner with the North America Client Engagement team on enhancements to support field business needs; offer business and local market insights to be integrated into future development
- Lead and support in partnership with the regional L&D team the rollout of clienteling trainings meant at upskilling boutiques teams (leaders and associates) and improving clienteling efficiency; follow-up to ensure adoption and provide coaching support as needed
Targeted Client Development
- Focus clienteling effort on boutiques’ priority and high potential clients; create personalized quarterly development plans in partnership with boutique teams
- Support boutiques in developing, managing and executing client development activities leveraging their client engagement budget; track and maximize ROI
- Coordinate client gifting initiatives aligned with brand guidelines and store client development priorities
- Identify and nominate suitable clients for exclusive brand experiences, high-jewelry events and special activations
- Support with the allocation of numbered limited edition watches within the region, aligning with clienteling priorities
- Plan in partnership with the field, the events strategy by boutique around commercial peaks and key collection launches to strengthen client engagement and loyalty; set targets and ensure results are met; provide a recap with learnings post every moment
- Implement actions around boutique openings or relocations to drive client retention and acquisition; set targets and ensure that ROI is maximized
- Ensure successful implementation of events and openings in partnership with the regional Ops leader
- Maximize the recruitment and development of high potential high net worth clients through local partnerships
- Monitor competitive activity, insights and local activations
Client Database Management & Analytics
- Ensure high standards of data capture and data quality, coaching the team on best practices in client data collection and maintenance
- Review the boutiques’ client portfolios; identifying opportunities for retention, development, re-assignment or reactivation
- Leverage the database to pull adhoc client lists to support local initiatives
- Review monthly clienteling results and KPIs to generate insights and actionable recommendations to support boutique performance and drive business results; support underperforming boutiques with action plans designed to improve clienteling performance and client development results
Team Development
- Coach and support Sales Associates in developing strong clienteling habits and best practices in daily activities; identify low performers and implement targeted coaching and development plans with boutique leaders to improve performance
- Foster a collaborative and client-focused team culture, motivating the team to achieve store and client development objectives
- Partner with boutique leadership to deliver on-the-floor coaching and training related to CRM tools, clienteling techniques and personalized client engagement
- Ensure all team members act as true ambassadors of the brand, embodying the brand values and delivering exceptional client experiences
- Support boutique Client Engagement Directors in driving results and impact in their market
YOUR PROFILE
- Bachelor’s degree in a business-related field preferred
- 10+ years of luxury goods retail or luxury hospitality management; boutique experience preferred; client development/engagement experience needed
- Experience managing budget and tracking project ROI
- Possess a strong attention to detail
- Strong business acumen
- Strong analytical skills to be able to read data and extract actionable insights
- Ability to lead through influence across all stakeholders
- Strong interpersonal and organizational skills
- Open and approachable to working with NY corporate and boutique teams in a mutually supportive manner
- Must be able to manage multiple projects simultaneously and organize workload to meet organizational timelines in a fast paced, high growth environment
- Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in a timely manner
- Experience working in matrix organization and working across the organization
- Strong work ethic
- Strong computer skills (PowerPoint and Excel)
- Excellent communication skills
- Additional languages (e.g. French) a plus
WE OFFER
We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future!
Salary: $170,000 - $200,000, eligible for bonuses
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