Manager, Client Experience, South

The Role

The Regional Client Experience Manager ensures 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 the client treatment and gifting needs of the boutique and monitors client satisfaction locally.

Responsibilities

• Ensure that boutiques 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 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
• 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 NY and HJ events with RSVP management
• Coordinate operational deployment of gifting campaigns and analyze the results to improve return on investment
• Monitor & follow-up Barometer results by and with boutiques, as well as Mystery Shopping (with Retail Expertise team)
• Tackle identified pain points and ensure the planning and monitoring of the client Experience activity
• Structure and follow-up A&P and S&D budget according to the local plan and in challenging partnership with the region
• Provide consolidated reporting on the local events activity over the year (best practice reports, client satisfaction follow-up, client acquisition,)

Requirements

• A Bachelor's Degree
• Minimum 4-5 years of working in management in a luxury, hospitality and/or events environment

Qualifications

• Excellent organizational, planning, and time management skills
• Ability to handle multiple projects simultaneously and comfortable in a fast-paced environment
• Knowledge of CRM strategy and work closely with client databases
• Strong understanding of providing luxury service and exceptional experiences
• Strong computer skills
• Ability to travel