Head of Luxury Client Experience

Tourneau|Bucherer; New York (NY); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Tourneau | Bucherer in New York's flagship store seeks an Experience and Hospitality Manager to lead luxury hospitality programs, ensuring high-touch client experiences and flawless event support. You will coach Hosts and external staff, manage appointments, and collaborate with Store leadership to optimize client flow and brand standards.

As a hands-on, results-driven leader, you will analyze client traffic data, oversee workflow improvements, and drive strategic growth across experiential

Qualifications

• Experience in luxury hospitality or experiential retail environments.
• Ability to lead frontline teams and external staff.
• Strong coaching and management skills.
• Familiarity with client management systems and Waitwhile.

Responsibilities

• Lead the execution of luxury hospitality programs, high-touch client experiences, and in-store or external client activation events.
• Partner with the Experience & Hospitality Director to elevate brand positioning and drive business objectives.
• Manage the Experience & Hospitality team, ensuring seamless service delivery and adherence to brand standards.
• Identify opportunities to enhance experiential offerings, including events and bespoke gifting initiatives.
• Oversee planning and execution of hospitality experiences and monitor KPIs and traffic trends.
• Coordinate internal and external resources to support high-quality client experiences.

Skills

Luxury hospitality

Client service

Team leadership

Staff coaching

Operational analysis

Event activation

Cross-functional collaboration

Waitwhile

Tools

Waitwhile

Job description

Tourneau | Bucherer in New York's flagship store seeks an Experience and Hospitality Manager to lead luxury hospitality programs, ensuring high-touch client experiences and flawless event support. You will coach Hosts and external staff, manage appointments, and collaborate with Store leadership to optimize client flow and brand standards.

As a hands-on, results-driven leader, you will analyze client traffic data, oversee workflow improvements, and drive strategic growth across experiential