Sales Experience Manager - Troy

US04 Richemont North America, Inc.; Troy (MI); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Health Savings Account

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days

Job summary

Cartier North America is seeking a Sales Experience Manager to lead boutique business development, nurture high-value client relationships, and drive top-line sales while managing a team across client services and operations.

You will partner with Boutique leadership and corporate partners to align CRM initiatives, training, and strategic brand initiatives, while ensuring exceptional client experiences and performance against KPIs.

Qualifications

• Bachelor’s degree in a business-related field is a plus.
• 8–10 years of management experience in luxury retail or hospitality.
• Must be available to work retail hours including weekends and travel for training/events.
• Previous experience with SAP is preferred.
• Strong leadership skills are required.
• Excellent analytical, organizational, and interpersonal communication skills.

Responsibilities

• Lead business development for the boutique by building client relationships and delivering memorable experiences.
• Drive sales and care team to meet or exceed targets and KPIs.
• Develop knowledge of boutique operations and local market opportunities to shape sales strategy.
• Collaborate with Boutique leadership on CRM, client outreach and repurchase initiatives.

Skills

Leadership

Analytical skills

Interpersonal communication

Client relationships

Sales strategy

Education

Bachelor's degree in business

Tools

SAP

Job description

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

SALES EXPERIENCE MANAGER KEY RESPONSIBILITIES

• Lead business development for the boutique by creating and developing relationships through all client interactions:
• Lead the development of excellent client relationships by creating and celebrating memorable moments for our clients and boutique visitors
• Drive sales and care service team to consistently achieve or exceed sales targets and KPIs
• Master a strong knowledge of the boutique business and assess local market opportunities to implement a proactive and effective sales strategy
• Implement effective client strategies to ensure the development of genuine client relationships resulting in increased business opportunities
• Partner with Boutique leadership, and team, on CRM efforts such as client outreach, data capture, and repurchase rate, including working with the sales team to ensure store objectives are met
• Lead and promote networking activities for the boutique team
• Point of contact for visiting stylists and press photo shoots in partnership with the PR team
• Develop Prestige Partnership strategies to increase prestige sales within the boutique and to develop the VIP client strategy further
• Support and partner with sales and care service teams, on escalated client matters to ensure optimal solutions are provided
• Partner with fellow Boutique Management, Regional, and corporate partners to ensure boutique success: Along with fellow Boutique Management—determine, communicate, and monitor individual and team KPIs
• Collaborate with all Corporate Departments (i.e. Retail, merchandising, marketing, etc.) to effectively communicate key messages, business opportunities, and needs
• Lead and/or delegate boutique projects as needed (daily/weekly/monthly/yearly inventories, audit preparation, etc.)
• Partner with the Operations Manager to ensure fluidity of operations and support fellow boutique management with boutique controllable operating expenses: monitoring, analysis, and action plan recommendations in order to optimize controllable costs
• Prepare regular sales reporting and analysis including monthly reports that provide qualitative analysis for business development
• Participate in the daily setup and breakdown of the boutique for opening and closing, as needed
• Team Development and Management: Motivate and support the Boutique staff
• Communicate strategic brand initiatives by regularly conducting team meetings. Ensuring that staff is aware of Maison strategies and knowledge, boutique targets, client experience best practices, local/global competitive landscape, and industry news
• Educate and inspire the boutique team with Maison knowledge, local/global competitive landscape, and industry news
• Perform administrative and HR tasks including but not limited to commission accuracy checks, scheduling, payroll, and overtime management
• Actively recruit and maintain a talent pipeline
• Identify training and coaching opportunities for the sales team. Partner with boutique management and corporate partners (Retail Coaches and L&D) in order to elaborate and implement the coaching and training plan
• Lead the performance management process through regularly scheduled individual meetings including biannual performance review
• Assess potential and propose development opportunities in partnership with boutique management, HR, and Career Committees
• Be a Maison Ambassador: Uphold the Cartier standards with the ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to create a highly collaborative network at all times both in person and via telephone

YOUR PROFILE

• Bachelor’s degree in a business-related field is a plus
• Additional language skills are a plus
• 8-10 years of management, especially in luxury retail or hospitality
• Required experience in managing direct reports
• Must be available to work retail hours (including weekends), travel for training, client events, etc. as needed
• Previous experience with SAP is preferred
• Strong leadership skills
• Excellent analytical, organizational, and interpersonal communication skills required
• Enthusiastic approach with clients and colleagues
• Entrepreneurial spirit to develop their own business and build long-lasting client relationships
• Creativity in developing new ways to motivate and develop a team
• Collaborative approach with the ability to foster a united work environment with a “can do” attitude
• Strong understanding of client service needs and priorities (internal and external)
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Intellectual curiosity and passion for learning

We Offer – United States

Employee wellbeing is a top priority at Richemont.

• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
• Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

*This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.