Manager, Client Experience

Who are we?

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 diverse perspectives foster creativity and knowledge to deliver excellence.

Are you a good match?

The ideal candidate for this role is required to have a 5+ years of relevant experience and a Bachelor’s degree. The candidate should have a strong emphasis on project management required, with proficiency in related tools (Monday.com) preferred; Proficiency in analytical tools (ex: Google Looker, PowerBI etc.) and Salesforce is preferred . The ability to be proactive and have excellent interpersonal skills are required. Flexibility to travel as needed​

What are we expecting from you?

The Client Experience Manager is responsible for the support around implementation of key client experience programs to drive client loyalty and retention. This person will transmit a service-oriented and client-first boutique environment and retail mentality. The Client Experience Manager will lead the roll out of key initiatives focused on gifting with the objective of strengthening client loyalty. This person supports projects and initiatives from HQ on all CRM platforms and brings forward the region's needs and feedback.  

In this role, you will:

Lead the project management of Seasonal gifting campaigns (4 key moments per fiscal).

• Key liaison with HQ and market counterparts on all gift concepts for seasonal touchpoints. Transmit gifting activity in Americas. Solicit and provide relevant feedback with the objective of improving gift perceived value and local market relevance.
• Project Management: act as main project lead on gifting campaigns, from timeline buildout to client execution in all regions. Leverage tools such as Monday.com for clear visualization and tracking. Plan and lead kick-offs with transversal partners (vendor and regional teams); centralize all communications. Host postmortems and adapt processes as needed to offer efficient and client-centric strategies.
• Forecasting: use established methodologies and build out improvements where relevant to accurately plan and purchase gifts. Maintain budget awareness and partner with Client Experience Director on budget needs to safeguard key envelopes.
• Tracking: ensure all gifts arrive within KPI timeline; leverage existing systems and develop relationships with key contacts (local warehouse, international Supply chain and HQ partners) to ensure gifts are dispatched and received in stock in a timely manner. Respond with agility to delays or unforeseen issues.
• Reporting: build and maintain reporting on key activations, ensuring leadership and HQ counterparts are informed on Americas performance. Host listening sessions and conduct regular market visits to assess impact of gifting in region.

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 in partnership with Director, Client Experience to meet local needs for relevant gifting. Partner with regional counterparts to address gaps where needed, ensuring HQ counterpart sign-off.Support efficient logistics around gift delivery in region, dispatch to vendor and all tracking communication. 

Vendor Liaison.

• Partner with key vendors in a clear, prioritized manner.Manage all compliance-related requirements, including but not limited to SOWs, PSAs, and any relevant NDAs for new or existing partnerships.Own all invoicing related to vendors and conduct regular analyses to offer cost savings or recommendations as needed to maintain appropriate coverage of budget. 

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

This role is bonus eligible