The Client Experience Manager plays a critical role in elevating the brand’s global luxury client strategy through the development and execution of world-class hospitality programs and high-touch experiences. This position reports to Client Relations, HJ & Watches Director to conceptualize and deliver exceptional client engagement initiatives across VIP events, High Jewelry activations, and bespoke gifting programs.
This role requires a highly organized, strategic, and detail-oriented individual who can seamlessly balance creative vision with operational excellence, financial management, and brand integrity across all client-facing initiatives.
Client Experience & High Jewelry Events
Research, develop, and execute exclusive hospitality offerings for Blue Book events, HJ Caravans, all other activations and ongoing experience programs targeted for top tier clients.
Curate and coordinate 5-star accommodations, fine dining experiences, and bespoke cultural programming aligned with brand positioning
Collaborate with local teams to ensure market-specific activations meet global hospitality standards and deliver a consistent luxury experience worldwide
Conceptualizing and developing bespoke gifts that enhance the High Jewelry client journey and reinforce brand storytelling
Provide on-site support and client experience management during key events, serving as a key point of contact for regional partners, and internal stakeholders
Manage planning and execution of special or bespoke events and client experiences during Blue Book & other HJ events
Develop and grow a clienteling strategy to support High Jewelry business
Drive the regional development of clienteling programs, strategies, and service support for top-tier clients
Build strategies on top tier client outreach and engagement
Drive partnership initiatives within the region, prospecting within key networks to identify and cultivate new high jewelry clients
Define client treatment program within the region, sourcing and producing VIP experiences and gifts, managing orders and allocations.
Not limited by physical assets and functional scope, extend the treatment and experience all through the client journey
Develop client experience enhancements in store, ensuring high-quality execution and monitoring. Experiences inclusive of; Hospitality menus, services & special celebrations
Collaborate with CRM analytics team for client data strategy and support
Study the best practices and competition on the treatment and gifting offering
Budget Management
- Support financial oversight for the Client Relations, High Jewelry & Watches department
- Track and manage annual and event-specific budgets to ensure alignment with strategic priorities and approved forecasts
Manage budget reclasses to regional markets, ensuring accurate allocation of expenses and timely reconciliation.
Qualifications
- 10+ years of experience in luxury hospitality, client experience, event management, or brand marketing, preferably within luxury retail or high jewelry
- Proven experience managing high-profile, VIP, or ultra-high-net-worth client events with exceptional attention to detail
- Strong project management skills with the ability to lead multiple complex initiatives simultaneously in a fast-paced, global environment.
- Demonstrated experience managing budgets, tracking expenses, and overseeing financial reconciliations across regions
- Exceptional interpersonal and communication skills
- Ability to travel domestically and internationally to support key events and activations