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AVP, Client Engagement

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Cartier

2d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Marketing
  • New York
    Remote

AI generated summary

  • You should have 10+ years in luxury retail or hospitality, strong leadership and interpersonal skills, data-driven planning, and flexibility in a fast-paced environment. An MBA and French are a plus.
  • You will drive client engagement strategies, track ROI, support cross-functional partnerships, enhance client experiences, manage databases, and oversee training and development initiatives.

Requirements

  • * Bachelor’s degree in a business-related field preferred, MBA a plus
  • * 10+ years of luxury goods retail, CRM, one-on-one clienteling, or luxury hospitality management
  • * Deep understanding of client journey
  • * Management or People leadership experience, remote team management a plus
  • * Strong interpersonal and organizational skills
  • * Must be able to manage multiple projects simultaneously and organize workload to meet organizational timelines in a fast paced, high growth environment
  • * Ability to identify opportunities through data and translate into action plan
  • * Flexibility to adapt quickly to changing circumstances; able to proactively question and challenge to prioritize and identify solutions in a timely manner
  • * Experience working in matrix organization and working across the organization – with regions and with local and international headquarters
  • * Strong computer skills (PowerPoint and Excel)
  • * Excellent communication skills
  • * Foreign Languages a plus, French
  • * Ability to travel both domestic and international

Responsibilities

  • Develop strategies to drive sales growth and ongoing loyalty from all client segments and for all sales channels, including developing a process for tracking ROI
  • Reinforce culture of clienteling and drive client behaviors in all channels
  • Partner with Commercial leadership to ensure strategies are aligned with business objectives, and lead the Regional Client Engagement Directors in the implementation (and personalization) of these strategies with their respective regional teams
  • Develop objectives and KPIs for the One Network and ensure consistency of execution by creating processes, by monitoring results, by sharing best practices and by engaging cross-functional teams
  • Partner with HQ teams in the implementation and localization of globally driven programs and initiatives; convey North America Region business insights, priorities, requirements, etc. to inform future development of global strategies and programs
  • Partner with the Prestige Team to support the development and implementation of their Client Engagement strategies, while ensuring alignment with overall Client Engagement objectives
  • Partner with the Client Experience Team to support the development of the client experience action plan and to ensure all client engagement opportunities (e.g. events, experiences, treatments, gifting) are maximized, targeted appropriately and are delivering the prescribed ROI
  • Partner with the Media Team to ensure their media plan (especially social, email and co-op) is integrated into the one-on-one clienteling strategy. Share ideas and insights for new customer journeys to drive incremental customer loyalty and sales results
  • Partner with the Marketing Product Team to develop initiatives to drive specific products/ categories by designing targeted client outreach and acquisition programs
  • Partner with the Arts & Culture Team to support activations and initiatives from a Client Engagement perspective
  • Build a clienteling mindset in all Commercial teams; underscore the why and implement change management initiatives to drive buy-in and adoption of Client Engagement
  • Drive adoption of all client outreach tools. Build structure/ environment to allow for the time and attention to Client Engagement activities (e.g. clienteling stations, scheduled time, etc.)
  • Support cross-functional efforts to create and/or enhance new and existing tools (IT tools or otherwise) developed to support Client Engagement strategies. Partner with Business Solutions and HQ teams and offer business and local market insights to be integrated into future developments
  • Partner with the Business Solutions team to roll out new technologies and upgrades in the One Network, including training, establishing feedback loops, etc.
  • Establish a framework for sharing clienteling updates and for receiving feedback from the One Network to enhance and prioritize activities. Create exciting communications and supporting materials that reinforce clienteling behaviors
  • Manage client database, including all clienteling reporting for the commercial teams (boutiques and specialist retail) to ensure they are achieving data capture, retention and Cartier Care KPI objectives
  • Develop calendar of activities, monitor budget and ROI analysis for all clienteling activations to understand efficacy and to inform future planning
  • Develop a reporting cadence and provide regular analysis on clienteling efforts and client trends. Support commercial leadership in monitoring the success of their teams’ Client Engagement activities and in reinforcing or adjusting where required
  • Be a subject matter expert on US and Canada data privacy laws and partner with boutique leadership to increase client data capture to support clienteling activities
  • Initiate and oversee the development of ad hoc client lists to support business development opportunities
  • As the corporate referent for Regional Client Engagement Directors and Boutique Client Managers, lead all strategic initiatives and action plans for Client Engagement and develop specific KPIs and expectations for execution
  • Align activities for each region via Regional Client Engagement Directors and through a dotted line report
  • Support the recruitment and development of Client Engagement -dedicated professionals in the network; partner with Commercial leadership on performance management and development planning (where appropriate)
  • Partner with Learning & Transformation Team to build clienteling knowledge and belief; create an onboarding program along with ongoing training and development opportunities for the Client Engagement function
  • Ensure clienteling activities are infused into all training programs (product and otherwise); leverage L&T Managers to support clienteling program needs
  • Create a Client Engagement community and team spirit, fostering feedback opportunities, best practice sharing and consistent execution

FAQs

What is the main purpose of the AVP, Client Engagement role?

The main purpose of the AVP, Client Engagement role is to drive client loyalty and repeat business through the development and execution of a Client Engagement strategy, ensuring the organization creates a premiere luxury retail experience for Cartier clients.

What qualifications are preferred for this position?

A Bachelor's degree in a business-related field is preferred, with an MBA being a plus. Additionally, candidates should have 10+ years of experience in luxury goods retail, CRM, one-on-one clienteling, or luxury hospitality management.

What is the expected salary range for this role?

The expected salary range for the AVP, Client Engagement role is between $200,000 to $250,000, plus incentives.

Are there opportunities for professional development in this role?

Yes, the role includes opportunities for professional development, such as partnering with the Learning & Transformation Team to build clienteling knowledge and develop training programs.

Is leadership experience required for this position?

Yes, management or people leadership experience is required, and remote team management experience is a plus.

Will I be working with a specific team or cross-functional teams?

You will be working with various cross-functional teams, including Commercial leadership, the Prestige Team, the Client Experience Team, and the Arts & Culture Team, among others.

Are foreign languages necessary for this role?

Foreign languages are a plus, with French being particularly valued for this position.

Is travel required for this position?

Yes, the position requires the ability to travel both domestically and internationally.

What are the key responsibilities of the AVP, Client Engagement?

Key responsibilities include developing client engagement strategies, managing client databases and analytics, driving cultural and behavioral change within teams, and partnering with various teams to enhance client experiences.

Does Cartier offer benefits to its employees?

Yes, Cartier offers a comprehensive benefits program including medical, dental, and vision programs, life insurance, disability benefits, 401(k) with employer match, wellness reimbursements, paid time off, and volunteer time off.

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Cartier

Fashion & Arts
Industry
5001-10,000
Employees
1847
Founded Year

Mission & Purpose

Cartier is a renowned luxury brand that specialises in jewellery, watches, and accessories. Established in 1847, Cartier has become synonymous with elegance, craftsmanship, and timeless style. The company's ultimate mission is to create exceptional pieces of jewellery and luxury goods that embody artistry, innovation, and sophistication. With a focus on creativity and attention to detail, Cartier designs and produces exquisite collections that reflect the brand's heritage and commitment to excellence. Cartier's purpose is to celebrate life's special moments and enhance the beauty and significance of personal adornment. Through their iconic creations and impeccable craftsmanship, Cartier strives to bring joy, elegance, and lasting value to their discerning clientele.

Benefits

  • Disability Insurance

  • Health Insurance

  • Life Insurance

  • Occupational Accident Insurance

  • Vision Insurance

  • Supplemental Life Insurance

  • Mental Health Care

  • Health Savings Account (HSA)

  • Flexible Spending Account (FSA)

  • Dental Insurance