YOUR MISSIONReporting 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
