ASSISTANT CLIENT EXPERIENCE MANAGER

Richemont Iberia SL; Hong Kong; On-site; HKD 700,000 - 900,000; Full time

Job summary

Van Cleef & Arpels in Hong Kong seeks a Client Experience Lead to elevate luxury service across boutique and online channels. You will implement hospitality standards, craft tailored client strategies, and host VIP events in collaboration with local teams and vendors.

Fluency in English, Cantonese and Chinese is essential, with a proven CRM track record in luxury retail. You will manage budgets, analyze satisfaction metrics, and drive initiatives that align with the Maison's regional objectives.

Qualifications

• Solid experience in CRM within luxury retail.
• Ability to seek and assess opportunities aligning with Maison strategy.
• Proficient in English, Cantonese and Chinese.

Responsibilities

• Equip retail and online teams with standard hospitality guidelines, F&B management, and client experience tools while supporting daily boutique challenges.
• Define and implement tailored client treatment strategies and planning aligned with regional objectives.
• Coordinate and co-design local and international client events, in-boutique animations, and VIP hosting experiences with local teams and vendors.
• Adapt and deploy the HQ client gifting strategy locally, managing sourcing, campaign execution, and ROI analysis.
• Track customer satisfaction metrics through Barometer and Mystery Shopping, addressing feedback across channels and working with Training.
• Plan, structure, and monitor the Client Experience activity budget with regional stakeholders.
• Consolidate annual reports to track event performance, customer satisfaction trends, and client acquisition progress.

Skills

English

Cantonese

Chinese

CRM experience

Luxury retail

Job description

Are you a good match?

You have solid experience in CRM, with luxury retail experience would be a plus.

You can seek and assess opportunities that properly match the Maison strategy.

You give selective, specific and sincere feedback.

You lead by example, showing high standards of ethics.

You are proficient in English, Cantonese and Chinese.

What are we expecting from you?

You will be responsible for:

• Equip retail and online teams with standard hospitality guidelines, food and beverage management, and essential client experience tools while supporting daily boutique challenges.

• Define and implement tailored client treatment strategies and planning in alignment with regional objectives.

• Coordinate and co-design local and international client events, in-boutique animations, and VIP hosting experiences in collaboration with local teams and vendors.

• Adapt and deploy the HQ client gifting strategy locally, managing the sourcing, campaign execution, and return on investment analysis.

• Track customer satisfaction metrics through Barometer and Mystery Shopping results, resolve outstanding customer feedback across channels, and collaborate with Training to address identified pain points.

• Plan, structure, and monitor the Client Experience activity budget in close partnership with regional stakeholders.

• Consolidate annual reports to track event performance, best practices, customer satisfaction trends, and client acquisition progress.

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

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.