Director of Client Experience

US04 Richemont North America, Inc.; Village of Pelham (NY); On-site; USD 100,000 - 130,000; Full time

Job summary

US04 Richemont North America, Inc. is looking for a Director of Client Experience in Village of Pelham, NY. The role focuses on crafting a clientelling strategy to enhance loyalty and improve the boutique experience.

The ideal candidate will have 8+ years of experience in client services, a relevant degree, and excellent interpersonal skills. Responsibilities include developing personalized communications, managing client data, and collaborating with marketing teams.

Qualifications

• 8+ years of experience in CRM, client experience or client services.
• High flexibility to deliver quality while keeping strategic perspective.
• Self-motivated and entrepreneurial with a problem-solving mindset.

Responsibilities

• Develop and implement client development strategies to enhance loyalty.
• Lead initiatives for one-to-one communication with clients.
• Define and track performance metrics for clientelling initiatives.

Skills

Interpersonal skills

Data analysis

Problem-solving

Multicultural interaction

Education

Master’s or bachelor’s degree in related field

Job description

Overview

The Director of Client Experience is responsible for crafting and executing a comprehensive clientelling strategy that aligns with key global and local stakeholders. This strategy aims to build meaningful relationships and elevate the overall boutique experience.

Primary Responsibilities

• Develop and implement client development strategies to enhance loyalty and recruit new clients, fostering long‑lasting relationships through personalized communications.
• Lead all initiatives aimed at cultivating one‑to‑one communication with clients, to drive prospect conversion, client retention, reactivation, and upgrades.
• Design meaningful and tailored outreach initiatives that demonstrate our deep understanding and appreciation of the client.
• Develop initiatives aimed at increasing appointments and encouraging customers to return in‑store for personalized, and increased one‑to‑one interactions.
• Deliver ongoing coaching for retail teams, in partnership with training and store leaders, to enhance their client engagement skills.
• Craft an annual clientelling strategy and roadmap, in partnership with cross‑functional teams, aligned with broader business goals and the Global vision.

Data, Reporting, and Tool Management

• Define and track performance metrics for clientelling initiatives to measure success and impact – regularly adjusting based on feedback or changes in business priorities.
• Manage all clientelling reporting and support tools, including The View, to ensure key objectives are met.
• Identify any existing clientelling friction and challenges for the retail team by regularly spending time on the selling floor to develop effective solutions.
• Assess and optimize current methodologies and sources of client data collection to ensure accuracy and completeness.
• Continuously improve data collection methods to enhance data capture and ensure robust client data for better personalization.

Cross‑Functional Alignment and Omnichannel Support

• Partner with the Marketing team to define boutique activation objectives, target audience, and event client lists to achieve defined commercial goals with the aim of delivering a holistic, elevated and tailored boutique experience.
• Collaborate with the marketing team to ensure all client development strategies align with and reinforce the overall brand messaging.
• Ensure a proper messaging cadence to maintain consistent communication with clients, avoiding duplication of one‑to‑many broadcast campaigns, preventing saturation and ensuring each interaction remains impactful and valued.

Gifting and VIP Client Treatment

• Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delight moments.
• Identify new ways to engage key client segments, including VICs, in partnership with the High Artistry Director.
• Develop, source, and order gifts to recognize top VICs and foster meaningful relationships.

Qualifications

• Master’s or bachelor’s degree in related field required.
• 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: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment.
• Ability to represent the Maison to internal and external clients.
• Flexibility to travel as needed; travel up to 50% of the time.
• Ability to multi‑task, work independently and with a team is essential.