VIP Client Experience Lead – Luxury Retail

Richemont Iberia SL

Hong Kong

On-site

HKD 700,000 - 900,000

Full time

14 days+

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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.