Head of Luxury Client Development & Relationships

The Ritz-Carlton Yacht Collection; Florida; Hybride; USD 180 000 - 240 000; Plein temps

Résumé du poste

The Ritz-Carlton Yacht Collection seeks a Senior Director, Client Development to lead strategy for cultivating deeper relationships with existing and high-potential guests. This role sits at the intersection of Sales, Marketing, CRM, Guest Experience, Analytics, and Operations, driving a coordinated relationship program before, during, and after voyages.

You'll build a luxury clienteling model with personalized outreach, governance, and measurable KPIs, while partnering across functions to

Qualifications

• Bachelor’s degree in Marketing, Business, Hospitality, Customer Experience, or related field; advanced degree preferred.
• 10–12+ years of experience in client development, CRM, loyalty, clienteling, or customer strategy, including leadership responsibility.
• Strong luxury-sector experience; experience with high-net-worth clients and maintaining discretion.
• Strong CRM, segmentation, customer analytics, personalization, and lifecycle-management experience.
• Experience leading cross-functional initiatives across Sales, Marketing, Operations, Digital/Technology, and Analytics.

Responsabilités

• Define and execute global client development and clienteling strategy focused on acquisition, retention, repeat business, lifetime value, referrals, and reactivation.
• Create meaningful client segments and relationship strategies using booking history, preferences, engagement, value, propensity, and signals.
• Establish a differentiated model for high-value guests, including ownership, contact strategy, recognition, curated experiences, and escalation standards.
• Build scalable clienteling practices enabling personalized, timely outreach while maintaining discretion and brand exclusivity.
• Lead Client Relations and establish clear relationship-manager roles, service expectations, workflows, handoffs, and performance standards.
• Partner with Direct Sales to identify and develop high-potential guests and convert opportunities into incremental revenue.
• Coordinate with Trade Sales to respect advisor relationships when engaging shared clients.
• Collaborate with Marketing and CRM on lifecycle communications, segmentation, activation, reactivation, events, gifting, and personalized campaigns.
• Work with Guest Experience and yacht teams to strengthen recognition, preference capture, and continuity across pre-voyage, onboard, and post-voyage journeys.
• Define governance for guest profiles, preferences, and clienteling data with Technology, Legal, and Privacy.
• Establish KPIs for retention, repeat rate, rebooking, client development, lifetime value, share of wallet, and revenue growth.
• Use analytics to identify emerging needs, behaviors, and opportunities among luxury travelers.
• Develop business cases and ROI frameworks for client-development initiatives, events, experiences, gifting, and partnerships.
• Develop clienteling capability across sales leaders and frontline teams in partnership with Sales Capability.
• Benchmark luxury clienteling practices across relevant sectors.
• Represent the voice of the client in commercial planning and executive decision making.

Connaissances

Luxury clienteling

Client development

CRM strategy

Leadership

Analytics

Executive presence

Formation

Bachelor’s degree in Marketing, Business, Hospitality, Customer Experience, or related field

Advanced degree preferred

Outils

CRM systems

Description du poste

The Ritz-Carlton Yacht Collection seeks a Senior Director, Client Development to lead strategy for cultivating deeper relationships with existing and high-potential guests. This role sits at the intersection of Sales, Marketing, CRM, Guest Experience, Analytics, and Operations, driving a coordinated relationship program before, during, and after voyages.

You'll build a luxury clienteling model with personalized outreach, governance, and measurable KPIs, while partnering across functions to