Manager, Client Experience- Central

About the role

The Regional Client Experience Manager guarantees the level of experience offered to clients across touchpoints. This role builds strong partnerships and relationships within the region and local communities to best support client treatment and gifting needs, and monitors local client satisfaction. The Client Experience Manager for the Region will report directly to the Regional AVP.

Responsibilities

• Ensure boutique teams have all the tools to nourish the client experience and assess the client journey by researching, sourcing, and vetting appropriate vendors and/or locations for hosting treatments and hospitality.
• Deploy gifting processes for boutiques and support event best practices with streamlined RSVP management.
• Share and animate hospitality guidelines (hosting, waiting time management) to ensure the right level of experience, capitalizing on all boutique spaces.
• Ensure, with the retail operations team, the proper usage of tools in boutiques (including regular visits, refresh training).
• Coordinate and follow consumption and orders of client experience tools.
• Support boutiques in their daily challenges regarding client experience.
• Deploy and streamline seasonal and relational gifting programs and assess productivity through ROI review.
• Support HJ events with RSVP management.
• Accompany markets in the deployment of the Client Experience and Treatment strategy (in collaboration with CRM, HJ, and Communications teams).
• Define local treatment planning in line with strategic plan guidelines and local objectives, in collaboration with local counterparts.
• Participate in the definition of the client HJ event strategy: invitations, treatment for in-boutique animations, and ad-hoc treatment; support the boutique in the design and implementation of activations.
• For local events/animations, participate in preparation with the local event team (including building a pool of vendors) and welcome foreign clients.
• Develop guidelines and best practices for client experience moments aligned with company objectives, including private appointments, gifting ceremonies, and additional boutique needs.
• Deploy gifting guidelines, coordinate orders, and handle local sourcing when necessary.
• Coordinate operational deployment of gifting campaigns and analyze results to improve return on investment.
• Monitor and follow up on Barometer results with boutiques, as well as Mystery Shopping (with the Retail Expertise team).
• Work with Training to address identified pain points.
• Ensure planning and monitoring of the client Experience activity.
• Structure and follow up on A&P and S&D budget according to the local plan in partnership with the region.
• Provide consolidated reporting on local events activity over the year (best practice reports, client satisfaction follow-up, client acquisition).

Requirements

• Bachelor’s Degree.
• Minimum 4-5 years of management experience in a luxury, hospitality, and/or events environment (preferred).
• Excellent organizational, planning, and time management skills.
• Ability to handle multiple projects simultaneously in a fast-paced environment.
• Knowledge of CRM strategy and experience working closely with client databases.
• Strong understanding of providing luxury service and exceptional experiences.
• Strong computer skills.
• Ability to travel.
• Valid work authorization for employment in the USA.

Benefits

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

Pay

Salary Range: $90,000 - $110,000 (Annual). This role is bonus eligible.