Senior Manager, Client Experience

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 5-7 years of related experience in client experience; previous experience in luxury products required and jewelry industry is preferred.  You will have strong project management skills and excellent organizational skills. You will be able to be proactive and have excellent interpersonal skills. Strong computer skills are required and will need to have the ability to travel as needed.

What are we expecting from you?

The Client Experience Senior Manager is responsible for overseeing the management of key client experience initiatives to drive client loyalty. This person will lead with influence on high visibility transversal projects alongside key partners and adapt strategies to advocate for our Americas market needs. This person will be a skilled negotiator who can reset expectations and align priorities with HQ counterparts. They will be able to transmit, with executive presence, the strategic objectives of our Client Experience department and be able to operate as an authoritative voice within our Maison framework. The scope of this role requires people management. This role reports to the Director, Client Experience and will be based in our corporate NYC office.

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

1. Oversee the daily client journey by boutique typology –current and future network.

• Align on requirements with Director, Client Experience, for experiential spaces within boutique, ensuring existing and new spaces are outfitted and up to standard based on relevant guidelines.
• Build a strong community with regional and HQ teams to funnel feedback and implement continuous improvements to the client welcome journey. Advocate where needed to HQ counterparts for improved tools or supporting elements to ensure a harmonious client experience within each experiential space.
• Partner with key retail teams to reinforce identified areas of opportunity within the client journey with relevant trainings, tools or programs.

  2. Lead the introduction of client hospitality tools, frameworks and partnerships to elevate the client experience in all regions.

• Provide oversight on the management of all branded tools (selling, hospitality) designed to elevate the client experience. Investigate on innovative solutions where needed to promote a streamlined flow of operations and budget reconciliation.
• Manage key F&B vendor relationships relevant to the daily client hosting in boutique. Partner as needed on standardizing F&B needs across region where local solutions apply.
• Represent market interests and advocate for local adaptation as needed for HQ-driven guidelines or vendor partnerships. Conduct competitive research to protect Maison differentiation.

  3. Manage key vendor relationships related to client gifting.

• Act as the main liaison for any scope of work or contract negotiations, ensuring adjustments are made to align with yearly projects or priorities. Collaborate with the Director, Client Experience on yearly budget planning pertaining to vendor activities.

  4. Head up seasonal gifting programs and relational gifting initiatives to align with yearly client strategy.

• Oversee a successful management of milestone seasonal campaigns, ensuring an efficient budget management and stock consumption on branded or non-branded gifts.
• Lead the integration new programs, processes or tools in partnership with HQ, regional and corporate teams to ensure gifting is scaled through sustainable strategies and adoptable behaviors.

  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.

  The recruitment process:  

• Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist 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.

  Expected Salary Range- $125,000-$140,000

  This role is bonus-eligible