Manager, Client Experience, South

Van Cleef & Arpels; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Van Cleef & Arpels is seeking a Regional Client Experience Manager in the South Region to drive luxury client experiences across boutiques and events in the Miami area. You will partner with CRM, HJ, and Communications teams to deploy treatment and gifting programs, ensuring top-tier service and strong client relationships.

The role reports to the Regional AVP and requires 4–5 years of management experience in luxury hospitality or events, with travel as needed.

Qualifications

• Bachelor’s Degree required; 4–5 years of management experience in luxury, hospitality or events.
• Knowledge of CRM strategy and client databases; ability to deliver luxury service.

Responsibilities

• Ensure boutique teams have tools to nourish client experience and manage client journey; deploy gifting processes and RSVP management.
• Define local treatment planning and client event strategy in collaboration with local counterparts.
• Develop guidelines for client experience moments including private appointments and gifting ceremonies; coordinate gifting campaigns.

Skills

CRM strategy

Client experience

Project management

Time management

Travel readiness

Education

Bachelor’s Degree

Tools

CRM systems

Job description

Are you a good match?

The ideal candidate will have a Bachelor’s Degree and a minimum of 4‑5 years of management experience in a luxury, hospitality and/or events environment. You will have excellent organizational, planning, and time‑management skills, be able to handle multiple projects simultaneously, and thrive in a fast‑paced environment. You will have knowledge of CRM strategy, work closely with client databases, and have a strong understanding of providing luxury service and exceptional experiences. You will have strong computer skills and the ability to travel.

What we expect from you?

The Regional Client Experience Manager guarantees the level of experience offered to clients across touchpoints. This role builds strong partnerships and relationships within the region and local communities to support the client treatment and gifting needs of the boutique and to monitor client satisfaction locally. The Client Experience Manager for the South Region will report directly to the Regional AVP.

Responsibilities

Client Experience & Tools

Ensure that boutique teams have all the tools to nourish the client experience and assess the client journey by researching, sourcing, and vetting appropriate vendors and/or locations for treatments and hospitality. Deploy gifting processes for boutiques and support event best practices with streamlined RSVP management.

• Share and animate hospitality guidelines (hosting, waiting time management) to ensure the right level of experience, capitalizing on all boutique spaces
• Ensure with the retail operation team the right usage of tools in boutiques (incl. regular visits/refresh in boutique, training)
• Coordinate and follow consumption and orders of client experience tools
• Support boutiques in their daily challenges regarding client experience
• Deploy and streamline seasonal and relational gifting programs and assess productivity through ROI review
• Support NY and HJ events with RSVP management

Market Deployment

Accompany markets in the deployment of the Client Experience and Treatment strategy (in collaboration with CRM, HJ & Comm team).

• Define local treatment planning in line with the strategic plan guidelines and local objectives, in collaboration with local counterparts
• Participate in the definition of the client HJ event strategy: invitations, treatment
• For in‑boutique animations and ad‑hoc treatment, support the boutique in the design and implementation of the activation
• For local event/animation, participate in the preparation of the event with the local event team (incl. building a pool of vendors), including the welcome of foreign clients

Client Gifting Management

• Develop guidelines and best practices related to client experience moments aligned with company objectives, including private appointments, gifting ceremonies, and additional needs of the boutiques
• Deploy gifting guidelines, coordinate orders and local sourcing when necessary
• Coordinate operational deployment of gifting campaigns and analyze the results to improve return on investment

Client Satisfaction Monitoring

• Monitor and follow up Barometer results with boutiques, as well as Mystery Shopping (with Retail Expertise team)
• Work with Training to tackle identified pain points

Planning and Monitoring of Client Experience Activity

• Structure and follow‑up A&P and S&D budget according to the local plan and in challenging partnership with the region
• Provide consolidated reporting on the local events activity over the year (best practice reports, client satisfaction follow‑up, client acquisition)

More than a role…we recruit for a career!

By joining Van Cleef & Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.

Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know‑how and creations.

Recruitment Process

Please submit an application online. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process consists of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA.

Richemont offers a generous compensation and benefits package for eligible employees.