Client Experience Director
About The Position
The Client Experience Director is responsible for translating client intentions into best-in-class distinctive ‘channel agnostic’ end-to-end experience lines, that create value for both the client and the Maison. This person must have proven understanding of the client luxury journey and experience in leading business transformation. This role is both strategic and operational - responsible for enriching and executing a unified CX strategy that aligns with market priorities, to enhance client satisfaction while optimizing retail performance metrics. Be responsible for implementing frictionless user journeys for our Retail front line and seamless experience for our clients, upholding both client expectations and retail excellence. Gather competitive intelligence and monitoring of clients’ changing aspirations and behaviors to ensure top-luxury-player client experience, adapting to and preempting client desires. Define in partnership with our global teams the boutique experience. From Client Barometer insights and with the voice of the field Regional CX Director strong direct partnership, support continuous improvement and prioritize business enhancements. Be a champion in the Maison’s retail transformation journey, connecting all client touchpoints into a seamless experience, thanks to strong collaboration with our Digital Solution teams and Retail channels’ experts – both local and central, at Maison and Group level. Manage the effective launch and implementation of CX projects (from new services to retail tools and guidelines) with a pilot mindset. Uphold traffic management excellence, mapping end-to-end client journey from self-appointment to walk-in, including key boutique experience moments like welcoming and queue management. Develop and execute stakeholder engagement plan to embark others in the future vision of Cartier North America's client experience strategy and maintain program momentum. Be the sparring partner to Central functions in providing virtuous market feedback loops to nurture the global strategy. Build and maintain relationships with key partners to oversee successful implementation of CX initiatives during the design, proofing, and execution phases. Champion a culture of innovation, operational excellence 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
- Enriching and executing a unified CX strategy that aligns with market priorities, to enhance client satisfaction while optimizing retail performance metrics.
- Implementing frictionless user journeys for our Retail front line and seamless experience for our clients, upholding both client expectations and retail excellence.
- Gathering competitive intelligence and monitoring of clients’ changing aspirations and behaviors to ensure top-luxury-player client experience, adapting to and preempting client desires.
- Defining in partnership with our global teams the boutique experience.
- Supporting continuous improvement and prioritizing business enhancements based on Client Barometer insights and the voice of the field Regional CX Director.
- Acting as a champion in the Maison’s retail transformation journey, connecting all client touchpoints into a seamless experience, through collaboration with Digital Solution teams and Retail channels’ experts.
- 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, including key boutique experience moments like welcoming and queue management.
- Developing and executing a stakeholder engagement plan to embark others in the future vision of Cartier North America's client experience strategy and maintain program momentum.
- Acting as a sparring partner to Central functions in providing virtuous market feedback loops to nurture the global strategy.
- Building and maintaining relationships with key partners to oversee successful implementation of CX initiatives during the design, proofing, and execution phases.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
