Senior Manager, Client Experience

What We Expect From You

• Oversee the daily client journey by boutique typology – current and future network.
• Align on requirements with Director, Client Experience, for experiential spaces within boutique, ensuring existing and new spaces are outfitted and up to standard based on relevant guidelines.
• Build a strong community with regional and HQ teams to funnel feedback and implement continuous improvements to the client welcome journey.
• Advocate where needed to HQ counterparts for improved tools or supporting elements to ensure a harmonious client experience within each experiential space.
• Partner with key retail teams to reinforce identified areas of opportunity within the client journey with relevant trainings, tools or programs.
• Lead the introduction of client hospitality tools, frameworks and partnerships to elevate the client experience in all regions.
• Provide oversight on the management of all branded tools (selling, hospitality) designed to elevate the client experience.
• Investigate on innovative solutions where needed to promote a streamlined flow of operations and budget reconciliation.
• Manage key F&B vendor relationships relevant to the daily client hosting in boutique.
• Partner as needed on standardizing F&B needs across region where local solutions apply.
• Represent market interests and advocate for local adaptation as needed for HQ-driven guidelines or vendor partnerships.
• Conduct competitive research to protect Maison differentiation.
• Manage key vendor relationships related to client gifting.
• Act as the main liaison for any scope of work or contract negotiations, ensuring adjustments are made to align with yearly projects or priorities.
• Collaborate with the Director, Client Experience on yearly budget planning pertaining to vendor activities.
• Head up seasonal gifting programs and relational gifting initiatives to align with yearly client strategy.
• Oversee a successful management of milestone seasonal campaigns, ensuring an efficient budget management and stock consumption on branded or non-branded gifts.
• Lead the integration of new programs, processes or tools in partnership with HQ, regional and corporate teams to ensure gifting is scaled through sustainable strategies and adoptable behaviors.

Requirements

• A Bachelor's Degree
• 5-7 years of related experience in client experience
• Previous experience in luxury products required
• Jewelry industry experience preferred
• Strong project management skills
• Excellent organizational skills
• Proactive attitude
• Excellent interpersonal skills
• Strong computer skills
• Ability to travel as needed

Skills

• Project Management
• Organizational Skills
• Interpersonal Skills
• Computer Skills
• Travel Ability

Pay

$125,000 - $140,000

Schedule

Not specified

Benefits

Not specified