Client Experience Manager

vor 3 Wochen

Hamburg, Hamburg, Deutschland Richemont Vollzeit

We are looking for a full-time

Client Experience Manager (m/f/d)

for our Boutique Cartier in Hamburg.

Your responsibilities:

Oversee the development and execution of the client experience strategy and identify opportunities for improvement in boutique with a 360 view to ensure values and standards are upheld while providing exceptional service. In partnership with client team and whole boutique management team, lead, manage and execute individualized client experience journeys to ensure seamless and memorable experiences fostering brand loyalty. Consistently engage and partner with the overall boutique team to effectively plan all touchpoints of the client experience, customer service and traffic management.

Client Development & Client Experience:

  • Identifies and executes client development strategy, client telling initiatives and client follow up
  • Program, curate and execute exceptional client experiences and build long term relationships
  • Manage the welcome, discovery, and overall client flow (including pre/post appointment preparation, browsing, sales interaction, etc.)
  • Share client insights, identify areas of opportunity, and provide feedback for continuous improvement to client team
  • Consistently look for ways to improve and enhance the client experience in the boutique by partnering with boutique leadership and corporate partners to source industry best F&B vendors, in-store entertainment for key commercial moments and local partnerships
  • Appointment & Traffic management: pre-planning, coordination,and review of upcoming appointment schedule with all team members to ensure clarity and consistently improve how the team manages to provide the most elevated and luxurious in-boutique experience for Cartier clients
  • Provide recommendations and personal services of the highest level that may include cultural events, restaurant reservations, entertainment requests, floral orders, etc.
  • Take lead and responsibility for operational roll-out of all clienteling activities and digital tools for the team
  • Be the key point for all client segmentation and client activation actions for the boutique, supporting team members in building client action plan

Leadership & Performance

  • Inspire and engage team members by connecting them to the bigger picture of business strategies, provide clear and motivational individual/team updates and feedback, foster inclusive culture within the boutique
  • Support and develop the team to elevate the team experience
  • Actively participate to the performance management process
  • Identify learning opportunities & define "individual development plan" for the customer service and other team members
  • Monitors the KPIs on a daily basis and makes decisions on administrative and operational matters to ensure that objectives are achieved
  • Defines and organizes the relevant actions to permanently improve the floor management and customer/employee journeys
  • Drives best practice and cross functional collaboration with other boutiques and head quarter

Ambassadorship & Image:

  • Act as a Maison Ambassador & uphold boutique image
  • Represent the Maison in events, special occasions
  • Actively look for opportunities to develop the network of the Boutique

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