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About the Role

As a member of the high-end business team, contribute to the sustainable growth of the high-end business by strengthening relationships with VIP customers and improving brand loyalty. Drive the execution of VIP relationship initiatives aligned with team strategy and promote the development and training of personnel who will lead the high-end business. As a Cartier Ambassador, connect business partners and prominent figures with Cartier, contributing to the expansion of Cartier Japan's network.

Responsibilities

Contribute to the planning and execution of Japan's VIP customer strategy in collaboration with the High-End Business Associate Director.
Lead overseas VIP tours and domestic dinners, collaborating with the Event Sales Promotion (ESP) team to deepen engagement by consistently delivering the brand's worldview and high-quality, special experiences.
Maximize the VIP customer A&P managed by the team in collaboration with the High-End Business Development Senior Manager.
Contribute to talent development through coaching, focusing on high-end sales, strengthening the high-end/VIP customer base, and the high-end community.
Improve the customer relationship building skills of boutique members crucial for high-end business through coaching, in collaboration with boutique management and the L&D team.
Strengthen and expand networks with business partners and prominent figures across various fields.
Lead the enhancement of customer experience and strengthening of customer relationships by developing and optimizing processes for existing VIP customer retention, upgrades, and recruitment, and by providing opportunities for experience.
Support boutiques throughout the process of planning, executing, and verifying the effectiveness of appropriate investment plans based on sales performance, considering VIP customer information visualization and potential.
Contribute to the sustainable growth of the high-end business by enhancing customer relationship building capabilities with a mid-to-long-term perspective.
Achieve high-end sales targets.
Execute VIP tours from customer selection to planning and on-site support.
Expand the VVIP/VIP customer base through VIP project databases and segment upgrade initiatives.
Build and develop external networks, including intermediaries, to discover and acquire new customers.
Make decisions with an ROI perspective in the planning, execution, and prioritization of various initiatives related to VIP customers.
Maximize the cost-effectiveness of the VIP customer budget.
Minimize problems and resolve issues in a timely manner when challenges or obstacles arise in projects or operations.
Make decisions while seeking guidance from superiors when dealing with complex problems.
Promote stronger relationships between boutiques and the high-end team to deepen understanding of VIP customers' lifestyles and mindsets.
Deeply engage in the discovery and development process of high-end talent, focusing on international and local high-end community members, through coaching.
Act as a communication bridge with the Hong Kong Regional Office and HQ for international programs.
Collect and analyze information on customer treatment initiatives and VIP retention measures in luxury brands, the hospitality industry, and other zones to inform strategy development.
Devise, propose, and implement new ideas and processes to achieve goals.
Instill a mindset among boutique members to design a personalized client journey for each customer, leading the enhancement of VIP customer relationships.
Lead the planning and support of personalized 1-to-1 treatments for VIP customers in designated boutiques.
Collaborate with boutique staff to enhance customer satisfaction in VIP invitation events centered around VIP tours and HJ events, supporting from targeting to individual treatment implementation to achieve targets.
Serve as the liaison for customer-related matters with the HQ high-end team.
Visualize VIP customer lists in collaboration with the Strategic Planning team and boutique management (operate the TOP150 project).
Collaborate with various departments (Sales, Marketing, Client Team) to contribute to the development and expansion of the high-end business and the achievement of sales targets.
Create and execute annual plans for customer events and dinners with Event Sales Promotion (ESP), and conduct post-event boutique follow-up.
Lead the planning and content support for gala dinners and company dinners, coordinate invited customers, and manage seating plans.

Requirements

Over 10 years of professional experience, preferably in luxury brands.
Practical experience in client relationship management (experience in luxury or high-end brands is a plus).
Experience handling VIP customers and a track record of achieving sales targets (positive evaluation).
Ability to create memorable and special experiences tailored to each customer (essential).
Meticulous attention to detail and strong organizational skills to manage customer information, track approach history, and ensure thorough and timely follow-up.
Ability to articulate a brand's unique selling points and effectively communicate their value proposition to customers.
Proactively develop new VIP customers and build/nurture relationships with potential high-value customers.
Experience and operational skills with CRM systems or similar tools (preferred).
Extremely strong interpersonal and relationship-building skills to effectively build trust with VIP customers, deeply understand their needs, and establish long-term relationships.
Fluency in both Japanese and English (business level or higher).
Proficiency in other languages such as Chinese or Korean is a plus (positive evaluation).

Skills

Client Relationship Management
VIP Customer Handling
Sales Target Achievement
Customer Experience Creation
Information Management
Organizational Skills
Communication Skills
Relationship Building
Japanese Language Proficiency
English Language Proficiency
Chinese Language Proficiency (Preferred)
Korean Language Proficiency (Preferred)

Location

Japan

Work Type

Full-time

Experience Level

10+ years

About the Company

Richemont is one of the world leaders in the luxury sector, with various Houses specializing in jewelry, watches, and high-end accessories.
Each Maison proudly embodies a tradition of style, quality, and craftsmanship.
Richemont strives to preserve the heritage and identity specific to each of its Houses.
The company is committed to innovating and designing new products in line with the values of its Houses through a process of permanent creativity.