Director of Luxury Client Experience & Transformation

US04 Richemont North America, Inc.; Village of Pelham (NY); On-site; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

Health savings account

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days

Job summary

Cartier North America is seeking a Client Experience Director to translate client intentions into best-in-class, channel-agnostic end-to-end experiences. You will lead a unified CX strategy aligned with market priorities to enhance client satisfaction and retail performance.

The role requires 10+ years in client or retail roles, with deep CX KPI knowledge, and the ability to influence at the executive level. A Bachelor’s degree is required, and luxury boutique experience is a plus.

Qualifications

• 10+ years of client or retail experience.
• Luxury Boutique experience is a plus.
• Bachelor’s degree.
• Deep understanding of CX KPIs, retail frontliners optimization, and customer journey mapping.
• Strong analytical, operational, and leadership skills with the ability to influence at the executive level.
• Excellent problem solver.
• Self-starter and able to work independently.
• Firm understanding of retail trends and competition monitoring, client first mindset.
• Passionate about client satisfaction and able to motivate retail boutique teams.

Responsibilities

• Translate client intentions into best‑in‑class end‑to‑end experience lines.
• Define a unified CX strategy aligned with market priorities to enhance client satisfaction and retail performance.
• Define boutique experience in partnership with global teams.
• Support continuous improvement and prioritize CX projects from design to execution.
• Build relationships with key partners to ensure successful CX initiatives deployment.
• Champion a culture of innovation, operational excellence and data‑driven decision‑making.

Skills

CX leadership

Retail experience

Analytical skills

Executive influence

Project management

Education

Bachelor’s degree

Job description

Cartier North America is seeking a Client Experience Director to translate client intentions into best-in-class, channel-agnostic end-to-end experiences. You will lead a unified CX strategy aligned with market priorities to enhance client satisfaction and retail performance.

The role requires 10+ years in client or retail roles, with deep CX KPI knowledge, and the ability to influence at the executive level. A Bachelor’s degree is required, and luxury boutique experience is a plus.