Manager, Client Experience

Richemont•New York, NY

18h

About The Position

Van Cleef & Arpels is seeking a Client Experience Manager to support the implementation of key client experience programs that drive client loyalty and retention. The role promotes a service-oriented, client-first boutique and retail mentality, with a focus on leading gifting initiatives and strengthening client loyalty across the Americas. The manager supports projects and initiatives from HQ across CRM platforms and communicates regional needs and feedback. The manager leads seasonal gifting campaigns and relational gifting strategy, coordinating with HQ, regional teams, vendors, and other partners. The role oversees campaign planning and execution, forecasting, budgets, gift delivery and tracking, reporting, market feedback, vendor compliance, and invoicing. The position partners with the Director, Client Experience on strategic direction and budget needs. Van Cleef & Arpels offers training on its history, know-how, and creations, and describes employee career development as central to its ambition. Applicants must have valid work authorization for employment in the USA. Salary is negotiated based on skills and prior work experience; the listed salary range is $105,000–$115,000, and the role is bonus eligible.

Requirements

At least 5 years of relevant experience.
Bachelor’s degree.
Strong project management emphasis.
Proactive approach and excellent interpersonal skills.
Flexibility to travel as needed.
Valid work authorization for employment in the USA.

Nice To Haves

Proficiency with project management tools such as Monday.com.
Proficiency with analytical tools such as Google Looker or PowerBI.
Proficiency with Salesforce.

Responsibilities

Lead project management for seasonal gifting campaigns, covering four key moments per fiscal year.
Serve as the key liaison with HQ and market counterparts on seasonal gift concepts.
Communicate gifting activity across the Americas and gather and provide feedback to improve perceived gift value and local relevance.
Manage gifting campaigns from timeline development through client execution across all regions, using tools such as Monday.com to track progress.
Plan and lead kick-offs with vendors and regional teams, and centralize communications.
Host postmortems and adapt processes to support efficient, client-centric strategies.
Forecast and plan gift purchases using established methodologies, identifying opportunities to improve them.
Monitor budgets and partner with the Client Experience Director on budget needs.
Ensure gifts arrive within KPI timelines by coordinating with local warehouses, international supply chain teams, and HQ partners; respond to delays and unforeseen issues.
Build and maintain reporting on activations so leadership and HQ counterparts are informed about Americas performance.
Host listening sessions and conduct regular market visits to assess the impact of gifting in the region.
Manage execution of the relational gifting strategy and lead its strategic vision in partnership with the Director, Client Experience.
Launch branded gifting concepts through established protocols and develop non-branded gifting concepts with the Director, Client Experience to address local needs.
Work with regional counterparts to address gaps and obtain HQ counterpart sign-off where needed.
Coordinate regional gift delivery logistics, vendor dispatch, and tracking communications.
Partner with key vendors and manage related compliance requirements, including SOWs, PSAs, and relevant NDAs.
Own vendor invoicing and conduct regular analyses to identify cost savings or recommendations that maintain appropriate budget coverage.