Head of Luxury Client Experience

Richemont; New York (NY); On-site; USD 170,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, and vision programs

Health savings and flexible spending

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days off

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. This leader will drive CX transformation with a deep understanding of the luxury client journey and partner with global teams to deliver value for clients and the Maison.

The role combines strategic leadership with operational excellence, focusing on a unified CX strategy, frictionless retail journeys, and data-driven decision making to elevate

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
• Ability to organize, set priorities and manage multiple projects on tight deadlines.
• Firm understanding of retail trends and competition monitoring, client first mindset.
• Passionate about client satisfaction and able to motivate retail boutique teams.

Responsibilities

• Develop and execute CX strategy and roadmap to enrich client experiences.
• Lead the transformation journey, integrating client touchpoints with Digital Solutions.
• Launch and manage CX projects with a pilot mindset.
• Map end-to-end client journeys including front-of-house experiences.

Skills

CX KPIs

Retail optimization

Customer journey mapping

Leadership

Executive influence

Problem solving

Independent work

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. This leader will drive CX transformation with a deep understanding of the luxury client journey and partner with global teams to deliver value for clients and the Maison.

The role combines strategic leadership with operational excellence, focusing on a unified CX strategy, frictionless retail journeys, and data-driven decision making to elevate