Manager, Client Experience, New York

The ideal candidate will have a Bachelor's Degree and a minimum of 4-5 years of management experience in a luxury, hospitality, and/or events environment. You will possess a strong understanding of providing luxury service and exceptional experiences, along with knowledge of CRM strategy and client databases. Excellent organizational, planning, and time management skills are essential, as is the ability to handle multiple projects simultaneously in a fast-paced environment. Strong computer skills and the ability to travel as needed are also required.

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, while monitoring local client satisfaction. Based in New York City, you will report directly to the Senior Manager, Client Experience and Development.

Responsibilities

• Ensure boutique teams have the tools to nourish the client experience by researching, sourcing, and vetting vendors/locations for 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 proper usage of tools in boutiques, including regular visits, refreshes, and training with the retail operations team.
• Coordinate and follow consumption and orders of client experience tools.
• Support boutiques in daily challenges regarding client experience.
• Deploy and streamline seasonal and relational gifting programs, assessing productivity through ROI review.
• Support NY and HJ events with RSVP management.
• Accompany markets in deploying the Client Experience and Treatment strategy in collaboration with CRM, HJ, and Communications teams.
• Define local treatment planning in line with strategic guidelines and local objectives, collaborating with local counterparts.
• Participate in defining the client HJ event strategy, including invitations and treatment.
• Support boutiques in designing and implementing in-boutique animations and ad-hoc treatments.
• Participate in local event preparation, including building a pool of vendors and welcoming foreign clients.
• Develop guidelines and best practices for client experience moments (e.g., private appointments, gifting ceremonies).
• Deploy gifting guidelines, coordinate orders, and handle local sourcing when necessary.
• Coordinate operational deployment of gifting campaigns and analyze results to improve ROI.
• Monitor and follow up on Barometer results and Mystery Shopping with boutiques and the Retail Expertise team.
• Work with Training to address identified pain points.
• Structure and monitor the client Experience activity, including A&P and S&D budget planning in partnership with the region.
• Provide consolidated reporting on local events activity, including best practice reports, client satisfaction follow-up, and client acquisition.
• Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
• Ensure compliance with Maison standards, procedures, and quality expectations across all client communication channels.
• Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices.

Benefits

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

Pay

Salary Range: $120,000 - $125,000 (Annual). This role is bonus eligible.