Manager, Client Experience

Client Experience Manager

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. 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.

The ideal candidate for this role will have 5+ years of related experience in client experience, Bachelor's degree required. Proficiency in analytical tools (ex: Google Looker, PowerBI etc.) preferred; proficiency in Salesforce is strongly preferred. Excellent interpersonal skills are required, as well as excellent verbal and written communication skills. Ability to travel as needed.

The Client Experience Manager is responsible for overseeing the client satisfaction pillar to drive client loyalty and retention. This person is a highly collaborative individual seeking to bring value through analysis as well as contextual awareness. They will leverage both internal and external tools to monitor client satisfaction performance. They will support client-satisfaction related projects and initiatives from HQ and bring forward the region's needs and feedback. They will be the key driver of a client satisfaction community in the Americas. This role reports to our Director, Client Experience and will be based in our NYC corporate office.

Key responsibilities include:

1: 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.
• 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.

Key responsibility 2: 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.

Key responsibility 3: Client Satisfaction Community

• 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.

More than a role…we recruit for a career! 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.

The recruitment process: Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience. Richemont offers a generous compensation and benefits package for eligible employees.

We Offer: Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Salary Range: $105,000 - $115,000 (Annual) This role is bonus eligible