Overview
The Director of Client Experience is responsible for crafting and executing a comprehensive clientelling strategy that aligns with key global and local stakeholders. This strategy aims to build meaningful relationships and elevate the overall boutique experience.
Primary Responsibilities
- Develop and implement client development strategies to enhance loyalty and recruit new clients, fostering long‑lasting relationships through personalized communications.
- Lead all initiatives aimed at cultivating one‑to‑one communication with clients, to drive prospect conversion, client retention, reactivation, and upgrades.
- Design meaningful and tailored outreach initiatives that demonstrate our deep understanding and appreciation of the client.
- Develop initiatives aimed at increasing appointments and encouraging customers to return in‑store for personalized, and increased one‑to‑one interactions.
- Deliver ongoing coaching for retail teams, in partnership with training and store leaders, to enhance their client engagement skills.
- Craft an annual clientelling strategy and roadmap, in partnership with cross‑functional teams, aligned with broader business goals and the Global vision.
Data, Reporting, and Tool Management
- Define and track performance metrics for clientelling initiatives to measure success and impact – regularly adjusting based on feedback or changes in business priorities.
- Manage all clientelling reporting and support tools, including The View, to ensure key objectives are met.
- Identify any existing clientelling friction and challenges for the retail team by regularly spending time on the selling floor to develop effective solutions.
- Assess and optimize current methodologies and sources of client data collection to ensure accuracy and completeness.
- Continuously improve data collection methods to enhance data capture and ensure robust client data for better personalization.
Cross‑Functional Alignment and Omnichannel Support
- Partner with the Marketing team to define boutique activation objectives, target audience, and event client lists to achieve defined commercial goals with the aim of delivering a holistic, elevated and tailored boutique experience.
- Collaborate with the marketing team to ensure all client development strategies align with and reinforce the overall brand messaging.
- Ensure a proper messaging cadence to maintain consistent communication with clients, avoiding duplication of one‑to‑many broadcast campaigns, preventing saturation and ensuring each interaction remains impactful and valued.
Gifting and VIP Client Treatment
- Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise and delight moments.
- Identify new ways to engage key client segments, including VICs, in partnership with the High Artistry Director.
- Develop, source, and order gifts to recognize top VICs and foster meaningful relationships.
Qualifications
- Master’s or bachelor’s degree in related field required.
- 8+ years of experience in CRM, client experience or client services.
- Excellent interpersonal skills with the ability to be proactive.
- Ability to turn data into clear and actionable insights.
- Self‑motivated and entrepreneurial with a problem‑solving mindset.
- Ability to interact with different seniority levels in a multi‑cultural, international organization.
- High flexibility: ability to deliver quality at detail level while keeping strategic perspective in a highly dynamic work environment.
- Ability to represent the Maison to internal and external clients.
- Flexibility to travel as needed; travel up to 50% of the time.
- Ability to multi‑task, work independently and with a team is essential.