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About the Role

The Director of Client Experience is responsible for crafting and executing a comprehensive clientelling strategy to build meaningful relationships and elevate the overall boutique experience. This role fosters a client-centric mindset by collaborating with the retail sales team, implementing new initiatives, and coaching staff to strengthen client development capabilities.

Responsibilities

• Develop and implement client development strategies to enhance loyalty and recruit new clients.
• Lead initiatives to cultivate one-to-one communication with clients for prospect conversion, retention, reactivation, and upgrades.
• Design tailored outreach initiatives demonstrating understanding and appreciation of the client.
• Develop initiatives to increase appointments and encourage customer return for personalized interactions.
• Deliver ongoing coaching for retail teams to enhance client engagement skills.
• Craft an annual clientelling strategy and roadmap aligned with business goals.
• Define and track performance metrics for clientelling initiatives.
• Manage all clientelling reporting and support tools.
• Identify and resolve clientelling friction and challenges for the retail team.
• Assess and optimize methodologies and sources of client data collection.
• Continuously improve data collection methods for robust client data.
• Lead, motivate, train, and coach retail teams to optimize clientelling performance.
• Develop a regular communication cadence for clientelling efforts and performance to the Executive Committee.
• Partner with the Marketing team to define boutique activation objectives and target audience.
• Collaborate with the marketing team to ensure client development strategies align with brand messaging.
• Ensure a proper messaging cadence for consistent client communication.
• Collaborate with the High Artistry Director to identify key client engagement opportunities.
• Identify new ways to engage key client segments, including VICs.
• Develop, source, and order gifts to recognize top VICs.

Requirements

• 8+ years of experience in CRM, client experience or client services.
• Excellent interpersonal skills with the ability to be proactive.
• Ability to turn data into clear and actionable insights.
• Self-motivated and entrepreneurial with a problem-solving mindset.
• Ability to interact with different seniority levels in a multi-cultural, international organization.
• High flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment.
• Ability to represent the Maison to internal and external clients.
• Flexibility to travel as needed.
• Ability to multi-task, work independently and with a team is essential.
• Travel up to 50% of the time.

Skills

• Clientelling strategy
• Client relationship management
• Data analysis
• Retail sales
• Marketing collaboration
• Training and coaching
• CRM tools
• Interpersonal skills
• Problem-solving
• Multi-cultural communication

Location

• New York, NY

Work Type

• Full-time

Experience Level

• Director

Education Level

• Master’s or bachelor's degree in related field required

Salary/Compensations

• 120-150k plus bonus

About the Company

• Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship.
• With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.
• Synonymous with excellence in craftsmanship and design, Montblanc has been pushing the boundaries of innovation ever since the Maison first revolutionized the culture of writing in 1906.
• Ingenuity and imagination continue to be the driving forces for the Maison today as it advances its expression of fine craftsmanship across various product categories including writing instruments, leather goods, watches, new technologies and accessories.

Equal Opportunity

• At Richemont Americas, 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.