Senior Manager Client Development & Experience

Brobston Group; New York (NY); On-site; USD 135,000 - 145,000; Full time

Job summary

Van Cleef & Arpels in NYC seeks a Senior Manager, Client Development and Experience to lead the regional client strategy, roll out loyalty and CRM programs, and enhance boutique service levels. You will partner with corporate CRM teams and local staff to ensure seamless execution of initiatives.

The role emphasizes data-driven client development, coaching boutique teams, and delivering exceptional experiences across touchpoints in a luxury environment.

Qualifications

• Bachelor's degree required with proven success in luxury retail client strategies.
• Experience aligning with local teams to ensure Maison strategy consistency.
• Track record implementing CRM initiatives and measuring impact.
• Strong collaboration with corporate CRM teams to leverage databases.

Responsibilities

• Lead implementation of client strategy across the NYC region in collaboration with local and corporate teams.
• Roll out loyalty and CRM programs; define KPIs and monitor performance.
• Coach boutique sales teams in clienteling and outreach initiatives.
• Develop local client portfolio insights and growth action plans.
• Oversee VIP experiences, gifting campaigns, and client satisfaction metrics.

Skills

CRM strategy

Clienteling

Data analysis

Collaboration

Loyalty programs

Stakeholder alignment

Education

Bachelor's degree

Tools

CRM software

Job description

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Are you a good match?

The ideal candidate will have a Bachelors Degree and a proven track record of creating and implementing client strategies in a luxury retail environment. You will have experience in aligning with local teams to ensure consistency with Maison strategy, and will have proficiency in rolling out corporate loyalty programs and regional strategies. The ideal candidate will have the ability to implement and adapt Maison Client strategy within a specific market and have experience in rolling out CRM initiatives and analyzing their business impact. You will also have strong collaboration skills, particularly with corporate CRM teams, to understand databases and identify opportunities.

What are we expecting from you?

As Senior Manager, Client Development and Experience-NYC, you will strategically lead the implementation of the Maison's client strategy across the region. This pivotal role involves leveraging deep local client knowledge to adapt and deploy corporate initiatives, rolling out loyalty and CRM programs, and enhancing a service-oriented boutique environment, ultimately driving exceptional client development, experience, and satisfaction in close collaboration with corporate and local teams.

In this role, you will be responsible for the following:

• Develop and analyze local client portfolio data to identify growth opportunities and inform strategic action plans.
• Build and implement store-specific client development strategies, defining KPIs and monitoring performance.
• Ensure and supervise qualitative client data collection and effective client assignment across all touchpoints.
• Lead the deployment and adaptation of client activation and clienteling programs and tools within the region.
• Coach and support boutique sales teams in implementing clienteling strategies and enhancing client outreach.
• Manage and orchestrate local clienteling opportunities, including bespoke experiences and gifting campaigns.
• Oversee client experience initiatives, from F&B selection to VIP treatment coordination, ensuring Maison standards.
• Monitor client satisfaction metrics and collaborate with training to address pain points and share best practices.
• Animate the local client community and facilitate ongoing engagement with boutique staff.

More than a role…we recruit for a career!

By joining Van Cleef and 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.

Salary Range: $135,000 - $145,000

This role is bonus eligible