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About the Role
The Client Experience Manager is responsible for supporting the implementation of key client experience programs to drive client loyalty and retention. This role transmits a service-oriented, client-first boutique environment and retail mentality, leading initiatives focused on gifting to strengthen client loyalty. The position supports HQ projects and initiatives on all CRM platforms, representing the region's needs and feedback.
Responsibilities
- Lead the project management of Seasonal gifting campaigns.
- Act as key liaison with HQ and market counterparts on all gift concepts for seasonal touchpoints.
- Transmit gifting activity in Americas and solicit/provide relevant feedback.
- Act as main project lead on gifting campaigns, from timeline buildout to client execution.
- Leverage tools such as Monday.com for clear visualization and tracking.
- Plan and lead kick-offs with transversal partners.
- Centralize all communications.
- Host postmortems and adapt processes for efficient, client-centric strategies.
- Use established methodologies and build improvements for accurate gift planning and purchasing.
- Maintain budget awareness and partner with Client Experience Director on budget needs.
- Ensure all gifts arrive within KPI timeline.
- Leverage existing systems and develop relationships with key contacts for timely gift dispatch and receipt.
- Respond with agility to delays or unforeseen issues.
- Build and maintain reporting on key activations for leadership and HQ.
- Host listening sessions and conduct regular market visits to assess gifting impact.
- Manage the execution of the Relational gifting strategy.
- Lead the strategic vision for relational gifting in partnership with Director, Client Experience.
- Transmit and launch all branded gifting concepts via established protocols.
- Build on novel concepts for non-branded gifting to meet local needs.
- Partner with regional counterparts to address gaps and ensure HQ counterpart sign-off.
- Support efficient logistics around gift delivery in region, dispatch to vendor, and all tracking communication.
- Partner with key vendors in a clear, prioritized manner.
- Manage all compliance-related requirements, including SOWs, PSAs, and NDAs.
- Own all invoicing related to vendors.
- Conduct regular analyses to offer cost savings or recommendations.
Requirements
- 5+ years of relevant experience.
- Bachelor’s degree.
- Strong emphasis on project management.
- Flexibility to travel as needed.
- Applicants must have valid work authorization for employment in the USA.
Skills
- Proficiency in project management tools (Monday.com preferred).
- Proficiency in analytical tools (ex: Google Looker, PowerBI etc.) preferred.
- Proficiency in Salesforce preferred.
- Proactive.
- Excellent interpersonal skills.
Location
- Americas
Work Type
- Full-time
Experience Level
- 5+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $105,000 - $115,000
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
- A High Jewelry Maison with a strong heritage promoting exceptional know-how in an enchanting and creative environment.
- Van Cleef & Arpels hires talents from many different backgrounds and experiences, believing diverse perspectives foster creativity and knowledge to deliver excellence.
- Van Cleef & Arpels is part of Richemont.
Equal Opportunity
- Van Cleef & Arpels is proud to hire talents from many different backgrounds and experiences.
- We believe that diverse perspectives foster creativity and knowledge to deliver excellence.