Luxury Client Experience Director – CX Transformation

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

Benefits offered by this job

Health insurance

Retirement plan

Wellness program

Job summary

Cartier North America is seeking a Client Experience Director to translate client intentions into a best-in-class, channel-agnostic experience across boutiques and workshops. Reporting to the AVP of Client Experience, you will lead a strategic CX program, drive transformation, and optimize retail performance while upholding luxury standards.

You will partner with global teams to design the boutique experience, manage CX projects from concept to launch, and mentor a high-performing team to

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

• Translate client intentions into best-in-class, channel-agnostic experiences.
• Elevate CX strategy to align with market priorities and retail metrics.
• Define boutique experience in partnership with global teams.
• Lead retail transformation projects across digital and physical touchpoints.
• Champion innovation and data-driven decision making.
• Build and maintain relationships with key partners for CX initiatives.

Skills

Customer experience

Leadership

Analytical thinking

Problem solving

Self-starter

Independent work

Prioritization

Retail trends

Executive communication

Team motivation

Education

Bachelor's degree

Job description

Cartier North America is seeking a Client Experience Director to translate client intentions into a best-in-class, channel-agnostic experience across boutiques and workshops. Reporting to the AVP of Client Experience, you will lead a strategic CX program, drive transformation, and optimize retail performance while upholding luxury standards.

You will partner with global teams to design the boutique experience, manage CX projects from concept to launch, and mentor a high-performing team to