Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Manager, Client Experience role.
Rezi rewrites your resume against Richemont's job description. Free.
Tailor your resume to this Manager, Client Experience role.
Rezi rewrites your resume against Richemont's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Manager, Client Experience posting at Richemont — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Manager, Client Experience posting at Richemont — free, in seconds.
About the Role
The Client Experience Manager will oversee the client satisfaction pillar to drive client loyalty and retention. This role is responsible for leveraging analytical tools to monitor client satisfaction performance, supporting related projects, and acting as the key driver of a client satisfaction community in the Americas.
Responsibilities
- Act as the key liaison for Client Satisfaction in the Americas overseeing all tools and collaborative efforts.
- Oversee client satisfaction performance in the Americas leveraging existing internal tools to track across all client journey touchpoints.
- Include external inputs (qualitative and quantitative – social media platforms, online reviews, CEO emails) to build a coherent picture of Client Satisfaction across the client journey touchpoints.
- Monitor and action on public responses to Google reviews (<3 stars) in partnership with regional and HQ teams.
- Explore scope to expand partnership with Marcomm on client satisfaction related posts via other social channels.
- Serve as the point person on all client escalation cases to ensure relevant stakeholders are informed and necessary actions are clearly outlined and followed through.
- Leverage existing tools to track client issues.
- Perform regular gap analyses on client experience tools/ ceremonies/ journeys and provide recommendations that will address areas of opportunity.
- Liaise with Marcomm and Retail teams to keep pulse on client perception following or in anticipation of product launches or viral social media moments to ensure client satisfaction.
- Oversee Client Satisfaction reporting as a lever for continuous improvement.
- Explore enhancements to existing reporting, where relevant, to respond to regional specificities.
- Build new reports to further support leadership awareness of client satisfaction performance and evolution.
- Liaise with HQ and market counterparts on client satisfaction trends.
- Offer guidance on local insights and observations to ensure coherent storytelling behind Americas figures.
- Provide CS trend analysis to support cross-functional team efforts relevant to client experience rollouts (liaising with Training, Retail Operations, Client Services).
- Partner with Client Insights on areas of overlap with client data analyses.
- Build awareness of Client Satisfaction as a pillar through various channels and involving key stakeholders (CX regional, regional trainers, boutique management etc.).
- Strengthen client satisfaction practices through regular market touchpoints and partnerships with training on potential modules to ensure a proactive and solution-oriented mindset at boutiques.
Requirements
- 5+ years of related experience in client experience.
- Ability to travel as needed.
- Applicants must have valid work authorization for employment in the USA.
Skills
- Proficiency in analytical tools (ex: Google Looker, PowerBI etc.) preferred.
- Proficiency in Salesforce is strongly preferred.
- Excellent interpersonal skills are required.
- Excellent verbal and written communication skills.
Location
- NYC corporate office
Work Type
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor’s degree required
Salary/Compensations
- $105,000 - $115,000 (Annual)
- This role is bonus eligible
Benefits
- Medical, dental, and vision programs.
- Health savings and flexible spending accounts.
- Income protection solutions including life insurance, disability benefits.
- 401(k) with employer match.
- Paid time off.
- Wellness reimbursement benefit.
- Access to the employee assistance program.
- Volunteer days off.
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 as well as trainings about our creations.
Equal Opportunity
- We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.