Luxury Client Experience Manager

Tourneau|Bucherer; New York (NY); On-site; USD 100,000 - 115,000; Full time

Job summary

Tourneau | Bucherer in New York seeks a Client Engagement Manager to lead the Concierge and Docent teams, delivering high-touch VIC experiences and managing experiences such as on-floor appointments, immersive tours, and external services like hotel bookings and shows.

The role requires a hands-on leader who coaches staff, tracks client engagement data, and translates insights into actions that boost satisfaction, loyalty, and brand impact in a fast-paced luxury setting.

Qualifications

• Experience leading concierge or docent teams in luxury retail.
• Proven ability to drive high-touch client experiences at flagship locations.
• Strong coaching, mentoring, and staff development skills.
• Adept at coordinating on-floor appointments, tours, and external services.

Responsibilities

• Lead Concierge and Docent teams to deliver high-touch VIC experiences.
• Oversee on-floor appointment support, immersive tours, and external client services.
• Monitor client engagement metrics and translate insights into improvements.
• Collaborate with store leadership and HQ to align with brand standards.
• Recruit, train, and develop team members to sustain service excellence.

Skills

Luxury hospitality leadership

Team coaching

Client experience optimization

Operations analytics

Job description

Tourneau | Bucherer in New York seeks a Client Engagement Manager to lead the Concierge and Docent teams, delivering high-touch VIC experiences and managing experiences such as on-floor appointments, immersive tours, and external services like hotel bookings and shows.

The role requires a hands-on leader who coaches staff, tracks client engagement data, and translates insights into actions that boost satisfaction, loyalty, and brand impact in a fast-paced luxury setting.