Director of Client Experience

Director of Client Experience, North America

Montblanc | New York, NY

Reports to: Vice President of Retail North America

Synonymous with excellence in craftsmanship and design, Montblanc has been pushing the boundaries of innovation ever since the Maison first revolutionized the culture of writing in 1906. Ingenuity and imagination continue to be the driving forces for the Maison today as it advances its expression of fine craftsmanship across various product categories including writing instruments, leather goods, watches, new technologies and accessories.

Overview:

The Director of Client Experience is responsible for crafting and executing a comprehensive clientelling strategy that aligns with key global and local stakeholders. This strategy aims to build meaningful relationships and elevate the overall boutique experience. This individual will foster a client-centric mindset by collaborating closely with the retail sales team to understand their clientelling efforts, identify opportunities, and implement new initiatives to strengthen client development capabilities. Furthermore, the Director of Client Experience will partner with training, marketing, retail and store leaders to coach and train staff based on KPIs, analyzing the impact of clientelling on the business to ensure continuous improvement and success.

Primary responsibilities:

Strategy and Execution

• Develop and implement client development strategies to enhance loyalty and recruit new clients, fostering long-lasting relationships through personalized communications
• Lead all initiatives aimed at cultivating one-to-one communication with clients, to drive prospect conversion, client retention, reactivation, and upgrades
• Design meaningful and tailored outreach initiatives that demonstrate our deep understanding and appreciation of the client
• Develop initiatives aimed at increasing appointments and encouraging customers to return in-store for personalized, and increased one-to-one interactions
• Deliver on-going coaching for retail teams, in partnership with training and store leaders, to enhance their client engagement skills
• Craft an annual clientelling strategy and roadmap, in partnership with cross-functional teams, aligned with broader business goals and the Global vision

Data, Reporting, and Tool Management

• Define and track performance metrics for clientelling initiatives to measure success and impact regularly adjusting based on feedback or changes in business priorities
• Manage all clientelling reporting and support tools, including The View, to ensure key objectives are met
• Identify any existing clientelling friction and challenges for the retail team by regularly spending time on the selling floor to develop effective solutions
• Assess and optimize current methodologies and sources of client data collection to ensure accuracy and completeness
• Continuously improve data collection methods to enhance data capture and ensure robust client data for better personalization
• Lead, motivate, train and coach retail teams in partnership with training department to optimize clientelling performance and achieve client KPIs and sales goals
• Develop a regular communication cadence for clientelling efforts and performance to the Executive Committee

Cross-Functional Alignment and Omnichannel Support

• Partner with the Marketing team to define boutique activation objectives, target audience, and event client lists to achieve defined commercial goals with the aim of delivering a holistic, elevated and tailored boutique experience
• Collaborate with the marketing team to ensure all client development strategies align with and reinforce the overall brand messaging
• Ensure a proper messaging cadence to maintain consistent communication with clients, avoiding duplication of one-to-many broadcast campaigns, preventing saturation and ensuring each interaction remains impactful and valued

Gifting and VIP Client Treatment

• Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delight moments
• Identify new ways to engage key client segments, including VICs, in partnership with the High Artistry Director
• Develop, source, and order gifts to recognize top VICs and foster meaningful relationships

Qualifications:

• Master's or bachelor's degree in related field required
• 8+ years of experience in CRM, client experience or client services
• Excellent interpersonal skills with the ability to be proactive are required
• Ability to turn data into clear and actionable insights
• Self-motivated and entrepreneurial with a problem-solving mindset
• Ability to interact with different seniority levels in a multi-cultural, international organization
• High flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment
• Ability to represent the Maison to internal and external clients
• Flexibility to travel as needed
• Ability to multi-task, work independently and with a team is essential
• Travel up to 50% of the time

Salary range: 120-150k plus bonus