Luxury Client Experience Leader

Cartier; Grand Prairie (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Cartier North America seeks a Client Relations Center Manager to lead a high-performing team and drive the strategy to exceed performance metrics while delivering Cartier‑level client experiences. You will motivate, coach, and develop Ambassadors, shape coaching plans, and recruit top CRC talent across the network.

This role partners with multiple teams to elevate client engagement, monitor service quality, and manage daily operations to ensure seamless experiences.

Qualifications

• 5+ years of experience managing direct reports in a luxury contact center.
• Proven ability to motivate teams and deliver world‑class client experiences.
• Experience with omnichannel service and eCommerce helps.

Responsibilities

• Lead CRC team strategy to achieve performance metrics and Cartier promises.
• Develop and coach Ambassadors and Managers; lead by example.
• Recruit, interview, and onboard CRC talent.
• Monitor voice of the client feedback and drive NPS improvements.
• Coach on client interactions and maintain client relationships across channels.
• Oversee operations, SLAs, KPIs, and strategic project execution.
• Handle administrative and HR tasks as needed, including scheduling and payroll.

Skills

People leadership

Client experience

Strategic planning

Communication

Tools

Salesforce

Vonage

SAP

Calabrio

Medallia

Scheduling tools

Job description

Cartier North America seeks a Client Relations Center Manager to lead a high-performing team and drive the strategy to exceed performance metrics while delivering Cartier‑level client experiences. You will motivate, coach, and develop Ambassadors, shape coaching plans, and recruit top CRC talent across the network.

This role partners with multiple teams to elevate client engagement, monitor service quality, and manage daily operations to ensure seamless experiences.