Director, Client Experience & Engagement

Richemont Iberia SL; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Montblanc, part of Richemont Americas, seeks a Director of Client Experience, North America, in New York to craft and execute a comprehensive clientelling strategy that aligns with global and local stakeholders. You will collaborate with retail, training, marketing, and store leaders to elevate the boutique experience and drive client development.

You will coach staff to KPIs, analyze impact, and present insights to the Executive Committee, while traveling up to 50% to nurture top VICs and

Qualifications

• Master’s or bachelor’s degree in a related field.
• 8+ years of experience in CRM, client experience or client services.
• Excellent interpersonal skills with the ability to be proactive.
• Ability to turn data into clear and actionable insights.
• Self-motivated and entrepreneurial with a problem-solving mindset.
• Ability to interact with different seniority levels in a multi-cultural, international organization.
• High flexibility: able to deliver quality at detail level while keeping strategic perspective.
• Ability to represent the Maison to internal and external clients.
• Flexibility to travel as needed.
• Travel up to 50% of the time.

Responsibilities

• Develop and implement client development strategies to enhance loyalty and recruit new clients, fostering long-lasting relationships.
• Lead initiatives for one-to-one client communication to drive prospect conversion, retention, reactivation, and upgrades.
• Design tailored outreach initiatives showing deep client understanding and appreciation.
• Increase appointments and encourage in-store personalized interactions.
• Coach retail teams with training and store leaders to enhance client engagement and KPIs.
• Develop an annual clientelling strategy aligned with global and local goals.

Skills

Interpersonal skills

Data interpretation

Strategic thinking

Leadership

Education

Master’s or bachelor’s degree in related field

Tools

The View

Job description

Montblanc, part of Richemont Americas, seeks a Director of Client Experience, North America, in New York to craft and execute a comprehensive clientelling strategy that aligns with global and local stakeholders. You will collaborate with retail, training, marketing, and store leaders to elevate the boutique experience and drive client development.

You will coach staff to KPIs, analyze impact, and present insights to the Executive Committee, while traveling up to 50% to nurture top VICs and