Director of Client Experience

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.At Richemont Americas, 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. Director of Client Experience, North AmericaMontblanc | New York, NYReports to: Vice President of Retail North AmericaSynonymous 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 ExecutionDevelop and implement client development strategies to enhance loyalty and recruit new clients, fostering long-lasting relationships through personalized communicationsLead all initiatives aimed at cultivating one-to-one communication with clients, to drive prospect conversion, client retention, reactivation, and upgradesDesign meaningful and tailored outreach initiatives that demonstrate our deep understanding and appreciation of the clientDevelop initiatives aimed at increasing appointments and encouraging customers to return in-store for personalized, and increased one-to-one interactionsDeliver on-going coaching for retail teams, in partnership with training and store leaders, to enhance their client engagement skillsCraft an annual clientelling strategy and roadmap, in partnership with cross-functional teams, aligned with broader business goals and the Global visionData, Reporting, and Tool ManagementDefine and track performance metrics for clientelling initiatives to measure success and impact – regularly adjusting based on feedback or changes in business prioritiesManage all clientelling reporting and support tools, including The View, to ensure key objectives are metIdentify any existing clientelling friction and challenges for the retail team by regularly spending time on the selling floor to develop effective solutionsAssess and optimize current methodologies and sources of client data collection to ensure accuracy and completenessContinuously improve data collection methods to enhance data capture and ensure robust client data for better personalizationLead, motivate, train and coach retail teams in partnership with training department to optimize clientelling performance and achieve client KPIs and sales goalsDevelop a regular communication cadence for clientelling efforts and performance to the Executive CommitteeCross-Functional Alignment and Omnichannel SupportPartner 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 experienceCollaborate with the marketing team to ensure all client development strategies align with and reinforce the overall brand messagingEnsure 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 valuedGifting and VIP Client TreatmentCollaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delight momentsIdentify new ways to engage key client segments, including VICs, in partnership with the High Artistry DirectorDevelop, source, and order gifts to recognize top VICs and foster meaningful relationshipsQualifications:Master’s or bachelor's degree in related field required8+ years of experience in CRM, client experience or client servicesExcellent interpersonal skills with the ability to be proactive are requiredAbility to turn data into clear and actionable insightsSelf-motivated and entrepreneurial with a problem-solving mindsetAbility to interact with different seniority levels in a multi-cultural, international organizationHigh flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environmentAbility to represent the Maison to internal and external clientsFlexibility to travel as neededAbility to multi-task, work independently and with a team is essentialTravel up to 50% of the timeSalary range: 120-150k plus bonusSummaryLocation: NEW YORKType: Full time