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Director of Client Experience
senior · Luxury & Retail
Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.
At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
Director of Client Experience, North America
Montblanc | New York, NY
Reports to: Vice President of Retail North America
Synonymous with excellence in craftsmanship and design, Montblanc has been pushing the boundaries of innovation ever since the Maison first revolutionized the culture of writing in 1906. Ingenuity and imagination continue to be the driving forces for the Maison today as it advances its expression of fine craftsmanship across various product categories including writing instruments, leather goods, watches, new technologies and accessories.
Overview:
The Director of Client Experience is responsible for crafting and executing a comprehensive clientelling 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 clientelling efforts, identify opportunities, and implement new initiatives to strengthen client development capabilities. Furthermore, the Director of Client Experience will partner with training, marketing, retail and store leaders to coach and train staff based on KPIs, analyzing the impact of clientelling on the business to ensure continuous improvement and success.
Primary responsibilities:
Strategy and Execution
Develop 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
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 Marketing 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 the marketing team 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
Gifting and VIP Client Treatment
Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delight 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
Qualifications:
Master’s or bachelor's degree in related field required
8+ 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
Travel up to 50% of the time
Salary range: 120-150k plus bonus