Senior Manager of Client Development and Experience

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China Cartier Full time
Key Responsibilities

Client Development & Engagement

  • Drive sales growth and ongoing loyalty from both new and existing clients, collaborating with boutique management to support client action planning and outreach programs.
  • Identify and foster partnerships for client acquisition, leveraging market insights to inform strategic decisions.
  • Work with landlords and mall teams to tap into loyalty programs, enhancing client engagement and retention.
  • Partner with the Client Services community to leverage Client Services as a tool for further client engagement.
  • Manage and animate the Client Community within the network, fostering a culture of best practice sharing and teamwork.

Client Experience

  • Design the client luxury journey for in-boutique and external events, ensuring seamless and memorable experiences.
  • Define 1:1 client journeys across all client tiers, from access to EIP/VIP experiences, tailored to individual client needs.
  • Coordinate guest lists and invitations, manage RSVPs for client events, and ensure timely communication.
  • Responsible for gifting for the market, including selection, ordering, inventory management, and distribution coordination.
  • Curate Experience Menu for BMs to animate independently, providing a range of options for client engagement.
  • Ensure boutiques are equipped to maintain the highest level of hospitality, partnering with Branding and VM teams.

Tools & Transformation

  • Support the adoption of MyClient, partnering with boutique leadership to increase client data capture rate and accuracy for clienteling activities.
  • Provide qualitative insights to Client Data teams to enable more detailed analysis of client behaviors and trends.

Internal Communication and Stakeholder Management

  • Ensure effective internal communications across the network and throughout the market.
  • Work closely with market leadership and boutique management to create new programs for Hong Kong, generating customer loyalty and achieving sales results.
  • In partnership with the L&D Team, drive clienteling knowledge through the facilitation of training courses.

Required Experience and Competencies

  • Bachelor's degree.
  • 8+ years of experience in client development and client relation management, with a preference for luxury industry experience.
  • Must possess a client-first mindset and be passionate about client satisfaction.
  • Firm understanding of retail trends and competition monitoring.
  • Ability to translate client insights into actionable strategies across the network.
  • Strong stakeholder management skills to work across the organization.
  • Excellent problem solver.
  • Ability to organize, set priorities, and manage multiple projects on tight deadlines.
  • Strong organizational and project management skills.

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