Senior Manager, Client Experience

Richemont•New York, NY

3d•$125,000 - $140,000•Onsite

About The Position

This role is responsible for overseeing the management of key client experience initiatives to drive client loyalty. The Client Experience Senior Manager will lead with influence on high visibility transversal projects alongside key partners and adapt strategies to advocate for our Americas market needs. This person will be a skilled negotiator who can reset expectations and align priorities with HQ counterparts. They will be able to transmit, with executive presence, the strategic objectives of our Client Experience department and be able to operate as an authoritative voice within our Maison framework. The scope of this role requires people management. This role reports to the Director, Client Experience and will be based in our corporate NYC office.

Requirements

Bachelors Degree
5-7 years of related experience in client experience
Previous experience in luxury products required
Strong project management skills
Excellent organizational skills
Ability to be proactive
Excellent interpersonal skills
Strong computer skills
Ability to travel as needed
Valid work authorization for employment in the USA

Nice To Haves

Jewelry industry experience preferred

Responsibilities

Oversee the daily client journey by boutique typology – current and future network.
Align on requirements with Director, Client Experience, for experiential spaces within boutique, ensuring existing and new spaces are outfitted and up to standard based on relevant guidelines.
Build a strong community with regional and HQ teams to funnel feedback and implement continuous improvements to the client welcome journey. Advocate where needed to HQ counterparts for improved tools or supporting elements to ensure a harmonious client experience within each experiential space.
Partner with key retail teams to reinforce identified areas of opportunity within the client journey with relevant trainings, tools or programs.
Lead the introduction of client hospitality tools, frameworks and partnerships to elevate the client experience in all regions.
Provide oversight on the management of all branded tools (selling, hospitality) designed to elevate the client experience. Investigate on innovative solutions where needed to promote a streamlined flow of operations and budget reconciliation.
Manage key F&B vendor relationships relevant to the daily client hosting in boutique. Partner as needed on standardizing F&B needs across region where local solutions apply.
Represent market interests and advocate for local adaptation as needed for HQ-driven guidelines or vendor partnerships. Conduct competitive research to protect Maison differentiation.
Manage key vendor relationships related to client gifting.
Act as the main liaison for any scope of work or contract negotiations, ensuring adjustments are made to align with yearly projects or priorities. Collaborate with the Director, Client Experience on yearly budget planning pertaining to vendor activities.
Head up seasonal gifting programs and relational gifting initiatives to align with yearly client strategy.
Oversee a successful management of milestone seasonal campaigns, ensuring an efficient budget management and stock consumption on branded or non-branded gifts.
Lead the integration new programs, processes or tools in partnership with HQ, regional and corporate teams to ensure gifting is scaled through sustainable strategies and adoptable behaviors.