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Manager, Client Experience

3 months ago

New York, New York, United States Richemont Full time

Are you a good match?

The ideal candidate for this role is required to have a bachelor's degree in a related field. 5-7 years of CRM, client experience or client service. Excellent computer and organizational skills. Excellent interpersonal skills with the ability to be proactive are required. We are also looking for excellent project management skills and the ability to represent the Maison to internal and external clients. Flexibility to travel as needed. Ability to multi-task. Working independently and with a team is essential.

What are we expecting from you?

Reporting to the Senior Manager of Client Experience, you will be responsible for overseeing the management of key client experience initiatives to drive client loyalty. This person will build dedicated action plans to adapt and deploy the Maison initiatives in client development, experience and satisfaction. They will align with all local teams to guarantee consistency with the Maison strategy. This person supports projects and initiatives from HQ on all CRM platforms and brings forward the region's needs and feedback.

In this role, you will:

Organize the implementation of the client engagement plan to welcome and onboard new clients to the Maison. Build an automated framework for all clients within the scope of the plan. Ensure an efficient, impactful, and cost-effective strategy. Manage client satisfaction insights. Oversee the creation of a dashboard to track performance across CS KPIs. Partner with cross functional teams to outline tactical action plans to address gaps and uplift KPIs. Oversee client hospitality strategy to align with the Maison ambition. Work collaboratively with key partners to define local client treatment planning and frequency of touchpoints. Share and animate hospitality guidelines to ensure the right level of experience, capitalizing on all boutique spaces and establishing consistency within the existing retail formats. Spotlight opportunities and garner HQ support for additional tools to where relevant. Enhance the visibility and transmission around existing client experience and development tools, guidelines, and formats within the region. Actively engage with regional partners to solicit feedback on efficiency of tools and implement improvements where necessary.
  • Supervise the collaboration on gifting with key business partners to optimize all national and local moments. Ensure gifting strategy is cohesive, gifts promote VCA values and overall budget constraints are respected. Plan accordingly for omni-channel strategy.

More than a 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 as well as trainings about our 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. Salary will be negotiated based on skills and prior work experience.

Richemont offers a generous compensation and benefits package for eligible employees.

Expected Salary Range- $105k - $115k

This role is eligible for annual bonus