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.
Senior Manager, Client Engagement
Cartier │ New York
Main Purpose
The Senior Manager, Client Engagement will develop, drive and execute the North America Client Engagement strategy and plans for each regional market and channel (retail, ecommerce, Call Center), driving sales growth through clienteling and developing ongoing loyalty from Cartier clients. This role will identify and implement new initiatives to target, build and establish successful relationships with existing and emerging clients through exceptional experiences and in store activation programs in strong partnership with cross-functional partners.
Key Responsibilities
This role is responsible for the rollout of the North America client-related programs across all channels of distribution. They liaise with CRM, local regional Client Development Directors, local retail teams, E-com and call center to build a relevant and client centric 360 engagement plan, ultimately driving acquisition and client loyalty to the Maison. Bringing strategic luxury expertise and a strong understanding of the boutique environment they will deliver best in class client experiences.
Client Engagement Strategies
- Partner with HQ teams in the implementation and localization of globally driven programs and initiatives; convey North America Region business insights, priorities, requirements, etc. to inform future development of global strategies and programs
- Partner with the Prestige Team to support the development and implementation of their Client Engagement strategies, including Limited Edition Creations.
- Partner with the Client Experience Team to support the development of the client experience action plan and to ensure all client engagement opportunities (e.g. events, experiences, treatments, gifting) are maximized, targeted appropriately and are delivering the prescribed ROI
- Champion clienteling behaviors and ways of working to drive a client centric business: relationship building, pro-active outreach with existing clients and prospects, working by appointment…
- Partnership with the Learning and Development team to create content, as needed, to reinforce clienteling behaviors in Boutiques and CRC
- Elevate all client experiences in stores and out of stores, ensuring brand guidelines are met. Create guidelines in partnership with HQ and corporate partners, as needed.
- Leverage all clienteling tools to achieve business results and objectives
- Cross functional point person for Client department for all strategic corporate and regional initiatives
Client Engagement calendar management, animations and budget
- Create and map the annual calendar and 360 plan for all client events, delivered in a seamless and elevated manner with a hands-on mindset. This will be in strong collaboration with Brand, Marketing, High Jewelry and Regional Client Engagement Teams.
- Present 360, clear plans for the month for the network supported by client data, and insights to support the commercial needs of the business
- Tracking, reporting, leverage post event learnings and use intelligence to optimize the ROI of each event
- Identify new opportunities through our existing and new products, networks and industry trends.
- Monitor competitive activity, insights and location activations.
- Create corporate presentations for our Commercial Executive Team and North America leadership
- Manage, optimize and maintain the Client Engagement budget.
Qualifications
- Bachelor’s degree in a business-related field preferred
- 7+ years of luxury goods retail, or luxury hospitality management, Boutique experience preferred
- Event experience
- Experience managing budget and tracking project ROI
- Possess a Strong attention to detail,
- Open and approachable to working with global, NY corporate and market teams in a mutually supportive manner.
- Strong interpersonal and organizational skills
- Must be able to manage multiple projects simultaneously and organize workload to meet organizational timelines in a fast paced, high growth environment
- Ability to identify opportunities through data and translate into action plan
- Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in a timely manner
- Experience working in matrix organization and working across the organization – with regions and with local and international headquarters
- Strong work ethic
- Strong computer skills (PowerPoint and Excel)
- Excellent communication skills
- Foreign Languages a plus, French
WE OFFER
We care about our associate’s health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.
At Richemont, We Craft the Future!
Expected salary: $130,000 - $150,000
Salary will be negotiated based on relevant skills and experience.
