Client Experience Director

Richemont • New York, NY

2d

About The Position

Richemont, a global leader in the luxury sector, is seeking a Client Experience Director for Cartier North America. This role is responsible for translating client intentions into best-in-class, channel-agnostic end-to-end experience lines that create value for both the client and the Maison. The position requires a deep understanding of the luxury client journey and experience in leading business transformation. The Client Experience Director will enrich and execute a unified CX strategy aligned with market priorities to enhance client satisfaction and optimize retail performance. This includes implementing frictionless user journeys for the retail front line and seamless experiences for clients, gathering competitive intelligence, and defining the boutique experience in partnership with global teams. The role also involves supporting continuous improvement through client insights, championing the Maison's retail transformation, managing the launch of CX projects, and upholding traffic management excellence. Leadership and team mindset are crucial for developing stakeholder engagement plans, providing market feedback to central functions, building relationships with key partners, and fostering a culture of innovation and data-driven decision-making.

Requirements

• 10+ years of client or retail experience.
• Bachelor’s degree.
• Deep understanding of CX KPIs, retail frontliners optimization, and customer journey mapping.
• Strong analytical, operational, and leadership skills with the ability to influence at the executive level.
• Excellent problem solver.
• Self-starter and able to work independently.
• Ability to organize, set priorities and manage multiple projects on tight deadlines.
• Firm understanding of retail trends and competition monitoring, client first mindset.
• Passionate about client satisfaction and able to motivate retail boutique teams.

Nice To Haves

• Luxury Boutique experience is a plus.

Responsibilities

• Translating client intentions into best-in-class distinctive ‘channel agnostic’ end-to-end experience lines.
• Enriching and executing a unified CX strategy that aligns with market priorities.
• Implementing frictionless user journeys for our Retail front line and seamless experience for our clients.
• Gathering competitive intelligence and monitoring of clients’ changing aspirations and behaviors.
• Defining in partnership with our global teams the boutique experience.
• Supporting continuous improvement and prioritizing business enhancements based on Client Barometer insights and feedback from Regional CX Directors.
• Championing the Maison’s retail transformation journey, connecting all client touchpoints into a seamless experience.
• Managing the effective launch and implementation of CX projects (from new services to retail tools and guidelines) with a pilot mindset.
• Upholding traffic management excellence, mapping end-to-end client journey from self-appointment to walk-in.
• Developing and executing stakeholder engagement plan to embark others in the future vision of Cartier North America's client experience strategy.
• Acting as a sparring partner to Central functions in providing virtuous market feedback loops.
• Building and maintaining relationships with key partners to oversee successful implementation of CX initiatives.
• Championing a culture of innovation, operational excellence and data-driven decision-making.

Benefits

• Medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Income protection solutions including life insurance, disability benefits.
• 401(k) with employer match.
• Paid time off.
• Wellness reimbursement benefit.
• Access to the employee assistance program.
• Volunteer days off.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior