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Client Experience & Relations Senior Executive
senior · Marketing
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.
MISSION
As a member of the Marketing, Communication & Client team, the Client Experience & Relations Senior Executive will strategically deploy Client initiatives to maximize client engagement, drive recruitment, conversion, and retention. This role is responsible for executing client treatment activities and delivering exceptional gifting to cultivate strong relationships with clients.
KEY RESPONSIBILITIES
Elevate Client Experience
Collaborating cross-functionally with other departments, especially the retail team, in promoting a client-centric approach for all initiatives, putting Cartier clients at the heart of everything we do
Elevating the Client Experience across all channels and touchpoints of the client's journey, creating meaningful and memorable activations
Supporting activation strategy planning, including the back-end setup of event. Consolidating performance data with a cross-functional team to support event analysis for post-event report including ROI analysis and performance summaries
Refining and rolling out local Client treatment strategy: client-related activations, 1:1 treatment program and gifting plan
Providing support on high-end client overseas treatment by liaising with the retail team and agencies to ensure seamless pre-event hospitality booking and execution
Client Engagement and Relations
Providing prompt support to the Retail team on day-to-day data issues related to all client-related applications (i.e. MyClients app) and ensure good functioning of the tools to ease retail operations
Continuously gathering feedback from the retail team to enhance application features and user experience
Ensuring all necessary clienteling tools, such as communication templates and assets, are current and readily available to equip the retail team for effective 1:1 clienteling
Contributing to the client team by supporting the targeted clienteling programs aimed at driving higher engagement and conversion rates
Client Gifting & Treatment
Managing and consolidating client gift orders across departments within SAM markets, gatekeeping the gift inventory process from inbound to outbound at the Singapore warehouse.
Coordinating monthly client gifting (e.g., birthday flowers) for VIPs, working closely with the retail team to curate client lists. Meticulously liaising with vendors to ensure seamless logistics execution.
Taking ownership and collaborating closely with the retail team on quarterly client gift replenishment, ensuring the retail team respect gifting guidelines.
Responsible for vendor onboarding and management.
Monitoring competitor activities and compiling comprehensive analyses for benchmarking and post-mortem sharing.
Executing curated client treatment programs to engage and impress targeted VIP segments, ensuring smooth, cross-functional execution within the allocated budget.
Supporting third parties' collaboration to engage high-potential prospects, with the aim of driving conversion & recruitment of new clients into database.
Drive Client Satisfaction
Monitoring client satisfaction using internal programs and tools (i.e. Cartier Experience Barometer). Working closely with the retail team to ensure dissatisfied clients have been followed up promptly to close the loop.
Coordinating & supporting in-boutique training and workshop on Client Satisfaction programs and tools to maintain a high level of Client Satisfaction.
KEY COMPETENCIES
Bachelor’s degree in Business, Marketing, or equivalent discipline.
4 – 5 years of experience in Client Relationship Management, preferably in luxury retail.
Tech savvy with proficiency in Microsoft Office (Excel & PowerPoint).
Strong knowledge of CRM systems, experience in Salesforce service cloud and/or data visualization tools such as Looker is a plus.
Good level of analytical skills with strong focus on attention to detail.
Good written and verbal communication, interpersonal, analytical, organizational skills.
Ability to work independently, apply critical thinking and proactive approaches, is adaptable and can work with and across different departments.
Strong time management and problem-solving skills.
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