CLIENT EXPERIENCE EXECUTIVE

Role Summary
The Client Experience Executive plays a vital support role in enhancing and executing Client Experience projects (in boutique across internal and external Partners) as well as for regional activations. This position involves a balance of problem solving skills, initiating ideas, execution and evaluation / reporting of client-facing initiatives, all while embodying the luxury values of the Maison.

Key Responsibilities

1. Data driven, analytical Tasks
   • Conduct end-to-end analysis of client-facing initiatives to assess engagement, impact, and opportunities
   • Collaborate with relevant stakeholders to manage tools and report on KPIs
   • ROI analysis across all stages of activations
   • Translate data into actionable insights and recommendations to elevate personalization and overall client experience
   • Work closely with the Hospitality Manager and Boutique teams to monitor individual client follow-up and track outcomes
   • Maintain a strong understanding of retail performance metrics and contribute insight-driven inputs that support business decisions and client experience
2. Client Experience Tasks
   • Focus on Client activations (IBs & EBs), including supplier research, planning, and coordination with stakeholders
   • Collaborate with Hospitality Manager for Activation calendars for Suite 1755
   • Across all activations, follow up with team on client follow up
   • Lead, together with Marketing support, in following CI Guidelines for above executions
   • Contribute to redefining the client experience across boutiques (e.g. MOE, Dubai Mall, KSA).
   • Initiate ideas, support supplier research for creative concepts and activations
3. Organizational Tasks
   • Coordinate logistics and bookings for key calendar dates such as: Watches & Wonders, Cabi Roadshows, international HQ Events
   • In Cooperation with HQ and local agencies, plan and organise Client Manufacture visits
   • Support seasonal client gifting and greeting campaigns (CNY, Ramadan, Diwali, Mid-Autumn, etc.)

Key Matrix
• CRM KPI analysis and insights
• Execution of BTQ activations
• Execution 1to1 Client treatment for HQ provided treatments

Required Skills & Qualifications
• Understands how client experience connects to business performance in a luxury retail environment
• Comfortable working with KPIs, retail performance metrics, and customer engagement data
• Ability to synthesize qualitative and quantitative feedback to inform insights
• Creative thinker, with the ability to contribute new, locally relevant ideas that shape client experiences
• Highly organized with strong attention to detail; able to manage multiple tasks simultaneously and meet tight deadlines
• Proactive and solution-oriented mindset takes initiative and ownership of responsibilities
• Strong interpersonal and communication skills; comfortable interacting with different stakeholders at office and BTQ level as well as suppliers
• Team player, who thrives in a collaborative environment, but can also work independently
• Comfortable in fast-paced, high-end retail environments with shifting priorities
• Bachelor s degree in business, marketing, hospitality, communications, or a related field
• Proficiency in Microsoft Office, particularly Excel for data analysis (pivot tables, charts, basic formulas)
• Fluent in English and Arabic (written and spoken)