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About the Role

The Regional Client Experience Manager guarantees the level of experience offered to clients across touchpoints. This role will build strong partnerships and relationships within the region and local communities to best support the client treatment and gifting needs of the boutique and to monitor the Client satisfaction locally.

Responsibilities

• Ensure boutiques teams have all the tools to nourish the client experience and assess the client journey by researching, sourcing and vetting appropriate vendors and/or locations for treatments and hospitality, deploy gifting processes for boutiques, and support event best practices with streamlined RSVP management
• Share and animate hospitality guidelines to ensure the right level of experience, capitalizing on all boutique spaces
• Ensure with the retail operation team the right usage of tools in boutiques
• Coordinate and follow consumption and orders of client experience tools
• Support boutiques in their daily challenges regarding client experience
• Deploy and streamline seasonal and relational gifting programs and assess productivity through ROI review
• Support NY and HJ events with RSVP management
• Accompany markets in the deployment of the Client Experience and Treatment strategy
• Define local treatment planning in line with the strategic plan guidelines and local objectives
• Participate in the definition of the client HJ event strategy: invitations, treatment
• For in-boutique animations and ad-hoc treatment, support the boutique in the design and implementation of the activation
• For local event / animation, participate in the preparation of the event with the local event team, incl. the welcome of foreign clients
• Client Gifting management
• Develop guidelines and best practices as it pertains to client experience moments aligned with company objectives including, but not limited to, private appointments, gifting ceremonies and additional needs of the boutiques.
• Deploy gifting guidelines, coordinate orders and local sourcing when necessary
• Coordinate operational deployment of gifting campaigns and analyze the results to improve return on investment
• Monitor & follow-up Barometer results by and with boutiques, as well as Mystery Shopping
• Work with Training to tackle identified pain points
• Ensure the planning and monitoring of the client Experience activity
• Structure and follow-up A&P and S&D budget according to the local plan and in challenging partnership with the region
• Provide consolidated reporting on the local events activity over the year
• Leverage quality findings to enhance training materials, standard operating procedures, knowledge resources, and coaching tools.
• Ensure compliance with Maison standards, established procedures, and quality expectations across all client communication channels.
• Foster a culture of continuous learning, accountability, and service excellence by reinforcing quality standards and best practices throughout the Client Relations Center.

Requirements

• Bachelors Degree
• Minimum 4-5 years of working in management in a luxury, hospitality and/or events environment
• Strong understanding of providing luxury service and exceptional experiences
• Knowledge of CRM strategy and working closely with client databases
• Excellent organizational, planning, and time management skills
• Ability to handle multiple projects simultaneously in a fast-paced environment
• Strong computer skills
• Ability to travel as needed
• Valid work authorization for employment in the USA

Skills

• CRM strategy
• Client databases
• Organizational skills
• Planning skills
• Time management skills
• Computer skills

Location

• New York City

Work Type

• Full-time

Experience Level

• 4-5 years management experience
• Mid-level

Education Level

• Bachelors Degree

Salary/Compensations

• $120,000 - $125,000

Benefits

• Bonus eligible
• Generous compensation and benefits package

About the Company

• A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.
• 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.
• 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.

Equal Opportunity

• We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.