Manager, Client Experience

Richemont•New York, NY

4d•Onsite

About The Position

The Client Experience Manager is responsible for overseeing the client satisfaction pillar to drive client loyalty and retention. This person is a highly collaborative individual seeking to bring value through analysis as well as contextual awareness. They will leverage both internal and external tools to monitor client satisfaction performance. They will support client-satisfaction related projects and initiatives from HQ and bring forward the region's needs and feedback. They will be the key driver of a client satisfaction community in the Americas. This role reports to our Director, Client Experience and will be based in our NYC corporate office.

Requirements

5+ years of related experience in client experience
Bachelor’s degree required
Proficiency in analytical tools (ex: Google Looker, PowerBI etc.) preferred
Proficiency in Salesforce is strongly preferred
Excellent interpersonal skills are required
Excellent verbal and written communication skills
Ability to travel as needed
Applicants must have valid work authorization for employment in the USA.

Responsibilities

Act as the key liaison for Client Satisfaction in the Americas overseeing all tools and collaborative efforts
Oversee client satisfaction performance in the Americas leveraging existing internal tools to track across all client journey touchpoints.
Include external inputs (qualitative and quantitative – social media platforms, online reviews, CEO emails) to build a coherent picture of Client Satisfaction across the client journey touchpoints.
Monitor and action on public responses to Google reviews (<3 stars) in partnership with regional and HQ teams.
Explore scope to expand partnership with Marcomm on client satisfaction related posts via other social channels.
Point person on all client escalation cases to ensure relevant stakeholders are informed and necessary actions are clearly outlined and followed through.
Leverage existing tools to track client issues.
Perform regular gap analyses on client experience tools/ ceremonies/ journeys and provide recommendations that will address areas of opportunity.
Liaise with Marcomm and Retail teams to keep pulse on client perception following or in anticipation of product launches or viral social media moments to ensure client satisfaction.
Oversee Client Satisfaction reporting as a lever for continuous improvement
Explore enhancements to existing reporting, where relevant, to respond to regional specificities.
Build new reports to further support leadership awareness of client satisfaction performance and evolution.
Liaise with HQ and market counterparts on client satisfaction trends.
Offer guidance on local insights and observations to ensure coherent storytelling behind Americas figures.
Provide CS trend analysis to support cross-functional team efforts relevant to client experience rollouts (liaising with Training, Retail Operations, Client Services).
Partner with Client Insights on areas of overlap with client data analyses.
Client Satisfaction Community Build awareness of Client Satisfaction as a pillar through various channels and involving key stakeholders (CX regional, regional trainers, boutique management etc.)
Strengthen client satisfaction practices through regular market touchpoints and partnerships with training on potential modules to ensure a proactive and solution-oriented mindset at boutiques.