Director of Client Experience

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.

Primary Responsibilities

• 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
• Aim to increase appointments and encourage customers to return in-store for personalized, and increased one-to-one interactions
• Deliver ongoing 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

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

Schedule

Travel up to 50% of the time

Pay

Salary range: $120,000 - $150,000 plus bonus