Manager, Client Experience

Richemont•New York, NY

1d•$105,000 - $115,000

About The Position

The Client Experience Manager supports the implementation of key client experience programs that drive client loyalty and retention. The role promotes a service-oriented, client-first boutique environment and retail mentality, leads the rollout of initiatives focused on gifting, and supports HQ projects across CRM platforms while communicating regional needs and feedback. The manager leads seasonal gifting campaigns across the Americas, coordinating concepts with HQ and market counterparts and managing each campaign from planning through client execution. The role includes forecasting and purchasing gifts, monitoring budgets and delivery timelines, coordinating vendors and regional teams, tracking performance, and reporting on activations. The manager also develops and executes the relational gifting strategy in partnership with the Director, Client Experience, and manages vendor partnerships, compliance requirements, invoices, and cost analyses. The position requires a bachelor's degree, at least five years of relevant experience, strong project management skills, proactive conduct, excellent interpersonal skills, and flexibility to travel as needed. Monday.com is a preferred project management tool; proficiency in analytical tools such as Google Looker or PowerBI and Salesforce is also preferred. Salary is $105,000–$115,000, with bonus eligibility. Richemont offers a benefits program for eligible employees, including medical, dental, vision, and other benefits.

Requirements

At least 5 years of relevant experience.
Bachelor's degree.
Strong emphasis on project management.
Proactive approach.
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 in analytical tools such as Google Looker or PowerBI.
Proficiency in Salesforce.

Responsibilities

Lead project management for four seasonal gifting campaign moments per fiscal year.
Act as the key liaison with HQ and market counterparts on seasonal gift concepts; communicate gifting activity across the Americas and solicit and provide feedback to improve perceived 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 campaign kickoffs with vendor and regional partners, centralize communications, host postmortems, and adapt processes as needed.
Forecast and plan gift purchases using established methodologies, improve forecasting where appropriate, 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 key activations, keep leadership and HQ counterparts informed about Americas performance, and conduct listening sessions and regular market visits.
Lead the strategic vision for relational gifting in partnership with the Director, Client Experience.
Transmit and launch branded gifting concepts through established protocols and develop non-branded gifting concepts with the Director, Client Experience to meet local needs.
Partner with regional counterparts to address gifting gaps and obtain HQ counterpart sign-off where needed.
Coordinate gift delivery logistics in the region, including dispatch to vendors and tracking communications.
Manage vendor relationships and compliance requirements, including SOWs, PSAs, and relevant NDAs.
Own vendor invoicing and conduct regular cost analyses to identify savings or recommendations and maintain appropriate budget coverage.

Benefits

Medical, dental, and vision programs.
Health savings and flexible spending accounts.
Life insurance and disability benefits.
401(k) with employer match.
Paid time off.
Wellness reimbursement benefit.
Employee assistance program.
Volunteer days off.
Bonus eligibility.
Career development and training on the Maison's history, know-how, and creations.