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About the Role
The Client Experience Director is responsible for translating client intentions into best-in-class, channel-agnostic end-to-end experience lines that create value for both the client and the Maison. This role requires a proven understanding of the luxury client journey and experience in leading business transformation.
Responsibilities
- Enrich and execute a unified CX strategy aligned with market priorities to enhance client satisfaction and optimize retail performance.
- Implement frictionless user journeys for retail frontliners and seamless experiences for clients.
- Gather competitive intelligence and monitor client aspirations and behaviors to ensure top-luxury-player client experience.
- Define the boutique experience in partnership with global teams.
- Support continuous improvement and prioritize business enhancements based on Client Barometer insights and feedback from Regional CX Directors.
- Champion the Maison’s retail transformation journey, connecting all client touchpoints into a seamless experience.
- Manage the launch and implementation of CX projects, including new services, retail tools, and guidelines.
- Uphold traffic management excellence, mapping end-to-end client journeys from self-appointment to walk-in.
- Develop and execute a stakeholder engagement plan to communicate the client experience strategy vision.
- Provide market feedback to nurture the global strategy.
- Build and maintain relationships with key partners for the implementation of CX initiatives.
- Champion a culture of innovation, operational excellence, and data-driven decision-making.
Requirements
- 10+ years of client or retail experience.
- Luxury Boutique experience is a plus.
- Deep understanding of CX KPIs, retail frontliners optimization, and customer journey mapping.
- Strong analytical, operational, and leadership skills with the ability to influence at the executive level.
- Excellent problem solver.
- Self-starter and able to work independently.
- Ability to organize, set priorities, and manage multiple projects on tight deadlines.
- Firm understanding of retail trends and competition monitoring.
- Client-first mindset.
- Passionate about client satisfaction and able to motivate retail boutique teams.
Skills
- Client Experience
- Retail Transformation
- Customer Journey Mapping
- Stakeholder Engagement
- Project Management
- Data-Driven Decision-Making
- Leadership
- Analytical Skills
- Operational Skills
- Problem Solving
Location
- North America
Work Type
- Full-time
Experience Level
- 10+ years
Education Level
- Bachelor’s degree
Salary/Compensations
- $170,000-$200,000
Benefits
- Medical, dental, and vision programs
- Health savings and flexible spending accounts
- Life insurance
- Disability benefits
- 401(k) with employer match
- Paid time off
- Wellness reimbursement benefit
- Employee assistance program
- Volunteer days off
About the Company
- The story of Cartier is founded on audacity and passion. For more than 170 years, Cartier has embraced a bold, pioneering spirit that continues to inspire its teams across all Métiers. Cartier North America employs talent from many different backgrounds, experiences, and identities, believing that diversity and inclusion empower creativity and knowledge to deliver excellence. Richemont crafts the future.
Equal Opportunity
- 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.