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Manager, Client Experience, New York
manager · Luxury & Retail
Who are we?
A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
Are you a good match?
The ideal candidate will have a Bachelors Degree and a minimum 4-5 years of working in management in a luxury, hospitality and/or events environment. You will have a strong understanding of providing luxury service and exceptional experiences and have knowledge of CRM strategy and working closely with client databases. You will have excellent organizational, planning, and time management skills, and have the ability to handle multiple projects simultaneously in a fast-paced environment. The ideal candidate will have strong computer skills and have the ability to travel as needed.
What are we expecting from you?
The Regional Client Experience Manager guarantees the level of experience offered to clients across touchpoints. This role will build strong partnerships and relationships within the region and local communities to best support the client treatment and gifting needs of the boutique and to monitor the Client satisfaction locally. This role will report directly to the Senior Manager, Client Experience and Development and will be based in New York City.
In this role, you will be responsible for the following:
Ensure that boutiques teams have all the tools to nourish the client experience and assess the client journey by researching, sourcing and vetting appropriate vendors and/or locations for treatments and hospitality, deploy gifting processes for boutiques, and support event best practices with streamlined RSVP management
Share and animate hospitality guidelines (hosting, waiting time management,) to ensure the right level of experience, capitalizing on all boutique spaces
Ensure with the retail operation team the right usage of tools in boutiques (incl. regular visits / refresh in boutique, training)
Coordinate and follow consumption and orders of client experience tools
Support boutiques in their daily challenges regarding client experience
Deploy and streamline seasonal and relational gifting programs and assess productivity through ROI review
Support NY and HJ events with RSVP management
Accompany markets in the deployment of the Client Experience and Treatment strategy (in collaboration with CRM, HJ & Comm team)
Define local treatment planning in line with the strategic plan guidelines and local objectives, in collaboration with local counterparts
Participate in the definition of the client HJ event strategy: invitations, treatment
For in-boutique animations and ad-hoc treatment, support the boutique in the design and implementation of the activation
For local event / animation, participate in the preparation of the event with the local event team (incl. building a pool of vendors), incl. the welcome of foreign clients
Client Gifting management
Develop guidelines and best practices as it pertains to client experience moments aligned with company objectives including, but not limited to, private appointments, gifting ceremonies and additional needs of the boutiques.
Deploy gifting guidelines, coordinate orders and local sourcing when necessary
Coordinate operational deployment of gifting campaigns and analyze the results to improve return on investment
Client Satisfaction monitoring
Monitor & follow-up Barometer results by and with boutiques, as well as Mystery Shopping (with Retail Expertise team)
Work with Training to tackle identified pain points
Ensure the planning and monitoring of the client Experience activity
Structure and follow-up A&P and S&D budget according to the local plan and in challenging partnership with the region
Provide consolidated reporting on the local events activity over the year (best practice reports, client satisfaction follow-up, client acquisition,)
Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels.
Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center.
More than a role…we recruit for a career!
By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.
Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
The recruitment process:
Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA.
Richemont offers a generous compensation and benefits package for eligible employees.
Salary Range: $120,000 - $125,000 (Annual)
This role is bonus eligible.