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.
AVP, Client Engagement
Cartier │ New York
Main Purpose
Drive client loyalty and repeat business through the development and execution of a Client Engagement strategy and by supporting the organization’s efforts to create a premiere luxury retail experience and best in class experience for Cartier clients. Reporting to the VP, Client Strategy, this role will identify and implement new concepts and initiatives to target, build and establish successful relationships with prospective, existing and emerging clients across all client segments and product categories. The AVP Client Engagement must build a client-centric mindset in all Cartier employees, across channels, thereby supporting the development of a one network client strategy and lifetime client loyalty.
Key Responsibilities
Client Engagement Strategies
- Develop strategies to drive sales growth and ongoing loyalty from all client segments and for all sales channels, including developing a process for tracking ROI
- Reinforce culture of clienteling and drive client behaviors in all channels
- Partner with Commercial leadership to ensure strategies are aligned with business objectives, and lead the Regional Client Engagement Directors in the implementation (and personalization) of these strategies with their respective regional teams
- Develop objectives and KPIs for the One Network and ensure consistency of execution by creating processes, by monitoring results, by sharing best practices and by engaging cross-functional teams
- 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, while ensuring alignment with overall Client Engagement objectives
- 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
- Partner with the Media Team to ensure their media plan (especially social, email and co-op) is integrated into the one-on-one clienteling strategy. Share ideas and insights for new customer journeys to drive incremental customer loyalty and sales results
- Partner with the Marketing Product Team to develop initiatives to drive specific products/ categories by designing targeted client outreach and acquisition programs
- Partner with the Arts & Culture Team to support activations and initiatives from a Client Engagement perspective
Tools & Transformation
- Build a clienteling mindset in all Commercial teams; underscore the why and implement change management initiatives to drive buy-in and adoption of Client Engagement
- Drive adoption of all client outreach tools. Build structure/ environment to allow for the time and attention to Client Engagement activities (e.g. clienteling stations, scheduled time, etc.)
- Support cross-functional efforts to create and/or enhance new and existing tools (IT tools or otherwise) developed to support Client Engagement strategies. Partner with Business Solutions and HQ teams and offer business and local market insights to be integrated into future developments
- Partner with the Business Solutions team to roll out new technologies and upgrades in the One Network, including training, establishing feedback loops, etc.
- Establish a framework for sharing clienteling updates and for receiving feedback from the One Network to enhance and prioritize activities. Create exciting communications and supporting materials that reinforce clienteling behaviors
Database, Reporting & Analytics
- Manage client database, including all clienteling reporting for the commercial teams (boutiques and specialist retail) to ensure they are achieving data capture, retention and Cartier Care KPI objectives
- Develop calendar of activities, monitor budget and ROI analysis for all clienteling activations to understand efficacy and to inform future planning
- Develop a reporting cadence and provide regular analysis on clienteling efforts and client trends. Support commercial leadership in monitoring the success of their teams’ Client Engagement activities and in reinforcing or adjusting where required
- Be a subject matter expert on US and Canada data privacy laws and partner with boutique leadership to increase client data capture to support clienteling activities
- Initiate and oversee the development of ad hoc client lists to support business development opportunities
Leadership/ Team Development
- As the corporate referent for Regional Client Engagement Directors and Boutique Client Managers, lead all strategic initiatives and action plans for Client Engagement and develop specific KPIs and expectations for execution
- Align activities for each region via Regional Client Engagement Directors and through a dotted line report
- Support the recruitment and development of Client Engagement -dedicated professionals in the network; partner with Commercial leadership on performance management and development planning (where appropriate)
- Partner with Learning & Transformation Team to build clienteling knowledge and belief; create an onboarding program along with ongoing training and development opportunities for the Client Engagement function
- Ensure clienteling activities are infused into all training programs (product and otherwise); leverage L&T Managers to support clienteling program needs
- Create a Client Engagement community and team spirit, fostering feedback opportunities, best practice sharing and consistent execution
Qualifications
- Bachelor’s degree in a business-related field preferred, MBA a plus
- 10+ years of luxury goods retail, CRM, one-on-one clienteling, or luxury hospitality management
- Deep understanding of client journey
- Management or People leadership experience, remote team management a plus
- 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 computer skills (PowerPoint and Excel)
- Excellent communication skills
- Foreign Languages a plus, French
- Ability to travel both domestic and international
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 Range: $200,000 to $250,000 plus incentives.
Please note, salaries will be negotiated based on relevant skills and experience.
