Client Experience Manager

Richemont Australia Pty Ltd; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Van Cleef & Arpels Sydney Flagship seeks a seasoned leader to head the new Client Experience & Hospitality team, placing the client at the heart of every action. Reporting to the Boutique Director, you will design immersive in-boutique and external experiences, coordinate private viewings, high tea, dinners and events with hospitality teams, and supervise gifting initiatives.

You will recruit, coach, and develop the team, ensure operational excellence, and represent the Maison with integrity

Qualifications

• Minimum of 5 years of experience in luxury retail or hospitality.
• Proven expertise in client hosting, event curation and VIP handling.
• Strong leadership and customer service skills.
• Knowledge of the jewelry/watchmaking industry is a plus.
• Mastery of English.

Responsibilities

• Lead and develop a new team dedicated to Client Experience & Hospitality, ensuring the client is at the heart of all actions and creating an immersive journey.
• Develop and implement strategic yearly client experience plans and Maison programs, supporting the sales team in outreach and engagement.
• Design, animate, and curate exceptional in-boutique and external client experiences with hospitality teams for private viewings, high tea, dinners, and events.
• Oversee gifting and entertainment campaigns, manage budgets, and analyze results for continuous improvement.
• Represent the Maison and its values to internal and external audiences, forging partnerships and 3rd party activations to attract new clients.
• Maintain a strong sales-floor presence, define team roles, promote clienteling, and ensure compliance with security and procedures.
• Recruit, onboard, supervise, and develop the team, fostering a culture of high performance and integrity.

Skills

Leadership

Client hosting

Event curation

VIP handling

English fluency

Job description

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.

At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Our Sydney Flagship is undergoing a world-class transformation, as we prepare to unveil a new vision that will transform client engagement and showcase the Maison like never before.

You are an agile, inspiring, client and results-oriented leader with a flexible mindset, passionate about delivering exceptional experiences. You possess strong managerial, organizational, and interpersonal communication skills, with a proactive approach to business needs. You are an ambassador for luxury service, attentive to every detail, and capable of fostering cross-functional collaboration. You have a minimum of 5 years of experience in the luxury retail or hospitality industry, demonstrating proven expertise in client hosting, event curation, and VIP handling. Strong leadership and customer service skills are essential. Knowledge of the jewelry/watchmaking industry is a plus. You master English.

What are we expecting from you?

Reporting to the Boutique Director, you will be an ambassador of Van Cleef & Arpels identity and expertise, leading a new department dedicated to "Client Experience & Hospitality" within our Sydney Flagship. As part of the Boutique management team, your role will be to:

• Lead and Develop:Set up, supervise, and develop a new team dedicated to "Client Experience & Hospitality," ensuring the client is at the heart of all actions and that the Client Experience is an immersive journey within the Sydney Flagship.
• Strategize & Implement:Develop and implement strategic yearly client experience plans, roll out Maison programs, and support the sales team in enhancing client outreach and engagement.
• Orchestrate Experiences:Design, animate, and curate exceptional in-boutique and external client experiences, leveraging hospitality teams and all available service offerings, including private viewings, high tea, dinners, and special events.
• Manage Gifting & Entertainment:Oversee the deployment of client experience and treatment strategies, manage respective budgets, and execute seasonal gifting campaigns, analyzing results for continuous improvement.
• Network & Represent:Embody the Maison's image and values, represent Van Cleef & Arpels to internal and external audiences, and proactively develop partnerships and 3rd party activations to introduce new clients and enhance cultural presence.
• Ensure Operational Excellence:Maintain a strong presence on the sales floor, define team roles, promote strategic clienteling, and ensure adherence to Maison and Group security, confidentiality, and commercial procedures.
• Coach & Develop Team:Recruit, integrate, supervise, and guide your team, addressing development areas, providing feedback, and fostering a culture of high performance, ethical standards, and continuous growth.

More than a role.... We recruit for a career!

By joining Van Cleef & Arpels you will be part of a Maison where employee career development is at the heart of our ambition. Upon your arrival, you will be immersed in our enchanted world with trainings on our history, know-how and creations.