Sr. Mgr. Client Dev & Experience, NY

Van Cleef & Arpels; New York (NY); On-site; USD 135,000 - 145,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

Van Cleef & Arpels in New York City seeks a Senior Manager, Client Development and Experience to lead the local adaptation of the Maison's client strategy, loyalty programs and CRM initiatives across stores and boutique teams.

You will analyze client data, define KPIs, coach staff in clienteling, coordinate bespoke experiences and VIP service, and partner with corporate teams to drive client satisfaction and growth.

Qualifications

• Bachelor's degree required.
• Proven track record in creating and implementing client strategies in luxury retail.
• Experience aligning with local teams to deploy Maison strategies.

Responsibilities

• Lead the implementation of the Maison client strategy across the NYC region.
• Roll out loyalty and CRM programs; define KPIs and monitor performance.
• Coach boutique sales teams in clienteling and client outreach.
• Analyze local client portfolio data to identify growth opportunities.
• Coordinate bespoke experiences and VIP service across stores.
• Collaborate with corporate CRM teams to optimize databases and insights.

Skills

CRM strategy

Data analysis

Stakeholder collaboration

Client development

Education

Bachelor's degree

Tools

CRM platforms

Job description

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.

• 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.

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

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

This role is bonus eligible