Client Engagement Regional Director, Northeast

Main Purpose

The Regional Director, Client Engagement will implement Client Engagement strategies and plans for their market, driving sales growth through one-to-one clienteling and developing ongoing loyalty from Cartier clients.

Key Responsibilities

• Conduct regular (3-4 days per week) boutique visits to support directors, managers and associates, improve clienteling KPIs, and reinforce best practices as the subject matter expert
• Build a clienteling mindset and culture within boutiques; embed clienteling routines into daily business practices, including morning meetings, coaching conversations and performance discussions
• Drive adoption of all client outreach tools; build environment to allow for the time and attention to strategic clienteling activities
• Upskill and reinforce team behaviors by providing boutique leadership teams with the right coaching tools and training
• Partner with the North America Client Engagement team on enhancements to support field business needs; offer business and local market insights to be integrated into future development
• Lead and support in partnership with the regional L&D team the rollout of clienteling trainings meant at upskilling boutiques teams (leaders and associates) and improving clienteling efficiency; follow-up to ensure adoption and provide coaching support as needed
• Targeted Client Development: focus clienteling effort on boutiques’ priority and high potential clients; create personalized quarterly development plans in partnership with boutique teams
• Support boutiques in developing, managing and executing client development activities leveraging their client engagement budget; track and maximize ROI
• Coordinate client gifting initiatives aligned with brand guidelines and store client development priorities
• Identify and nominate suitable clients for exclusive brand experiences, high-jewelry events and special activations
• Support with the allocation of numbered limited edition watches within the region, aligning with clienteling priorities
• Plan in partnership with the field, the events strategy by boutique around commercial peaks and key collection launches to strengthen client engagement and loyalty; set targets and ensure results are met; provide a recap with learnings post every moment
• Ensure successful implementation of events and openings in partnership with the regional Ops leader
• Maximize the recruitment and development of high potential high net worth clients through local partnerships
• Monitor competitive activity, insights and local activations
• Client Database Management & Analytics: ensure high standards of data capture and data quality, coaching the team on best practices in client data collection and maintenance
• Review the boutiques’ client portfolios; identifying opportunities for retention, development, re-assignment or reactivation
• Leverage the database to pull ad hoc client lists to support local initiatives
• Review monthly clienteling results and KPIs to generate insights and actionable recommendations to support boutique performance and drive business results; support underperforming boutiques with action plans designed to improve clienteling performance and client development results
• Coach and support Sales Associates in developing strong clienteling habits and best practices in daily activities; identify low performers and implement targeted coaching and development plans with boutique leaders to improve performance
• Foster a collaborative and client-focused team culture, motivating the team to achieve store and client development objectives
• Partner with boutique leadership to deliver on-the-floor coaching and training related to CRM tools, clienteling techniques and personalized client engagement
• Support boutique Client Engagement Directors in driving results and impact in their market

Profile

• Bachelor’s degree in a business-related field preferred
• 10+ years of luxury goods retail or luxury hospitality management; boutique experience preferred; client development/engagement experience needed
• Experience managing budget and tracking project ROI
• Strong attention to detail
• Strong business acumen
• Strong analytical skills to be able to read data and extract actionable insights
• Ability to lead through influence across all stakeholders
• Strong interpersonal and organizational skills
• Open and approachable to working with NY corporate and boutique teams in a mutually supportive manner
• Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in a timely manner
• Experience working in matrix organization and working across the organization
• Strong work ethic
• Strong computer skills (PowerPoint and Excel)
• Excellent communication skills

We Offer

• Care for your health and wellbeing with a comprehensive benefits program
• Core benefits include medical, dental, and vision programs
• Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match
• Wellness reimbursement benefit and paid time off
• Encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change
• Salary: $150,000 - $170,000, eligible for bonuses