Client Experience Director

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

HOW WILL YOU MAKE AN IMPACT?

YOUR MISSION

Reporting to the AVP of Client Experience, 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.

Client Experience Excellence

• 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.

Project Management

• 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.

Leadership & Team Mindset

• 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.

Qualifications:

• 10+ years of client or retail experience.
• Luxury Boutique experience is a plus.
• 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.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Expected salary range: $170,000-$200,000

At Richemont, We Craft the Future!
 

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