Client Experience Manager

2 weeks ago

Sydney, Australia Cartier Full time

Reference Code: 99636**Client Experience Manager - Cartier Sydney**:

- Sydney, NSW, AU- PermanentThe story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

**Client Experience Manager - Cartier Sydney**:
**HOW WILL YOU MAKE AN IMPACT?**

You will play an integral part within this key area of our business. Reporting to the Clients Director, as the Client Experience Manager will actively develop and implement relevant action plans to strengthen bonds with local clients, boost client retention and deliver outmost satisfaction in client experience.

Working closely with many colleagues and stakeholders, at local and global levels, you will ensure Cartier clients are at the heart of everything we do by elevating the Client Experience across all channels and touchpoints of the client journey. You will create meaningful and memorable activations and maintain a high level of Client Satisfaction in order to support the strategic ambition, that is to increase local client loyalty.

You will be responsible for:

- Elevating Client Experience in Cartier Oceania
- Creating strong synergies with Communications & C.R.M. & Client Service teams to offer a highly-qualitative & consistent Omni-channel Client Experience for Cartier in Oceania.
- Defining and roll-out the local Client Treatment strategy with a yearly calendar that is aligned with the Maison priorities and branding statements:

- All-year round client treatment roadmap in-boutique and off-site
- All-year round and individualized VIP treatment plan
- Organizing VVIP client treatments for local and international High Jewellery events (approx. x5 per year) in close collaborations with Sales and High Jewellery teams.
- Defining, leading and executing the non-commercial events as per calendar agreed with Client Director: intimate experiences to foster relationship with VVIP clients and prospecting cocktails or masterclasses to drive recruitment opportunities with external business partners.
- Managing and further developing the existing partnership with local concierge agency for on-going treatments and occasional experiential events.
- Creating a systemized reporting for treatment costs and manage regular monitoring: track ROI, adjust the treatment strategy based on data and plan yearly budgets in a precise manner.
- Delivering client-centric activations in Cartier boutiques, aligned with the Maison standards, during key festive periods to drive loyalty and recruitment
- Managing the local gifting strategy: order, deployment and usage of centrally developed gifts, as well as initiate the local development of gift sets according to strategic festivities and client expectations.
- Evaluating regularly the Client Satisfaction level using internal programs and tools (ie. Cartier Experience Barometer), monitor & set local KPIs
- Defining and implementing relevant action plans to meet Client Satisfaction KPIs and provide best-in-class client experience in boutique, working closely with boutique management teams and L&D department.
- Conducting in-boutique trainings and workshop on new Client Satisfaction programs and tools.

**HOW WILL YOU EXPERIENCE SUCCESS WITH US?**

We believe in shared success and understanding that with your actions you elevate your team and the Maison. To contribute to team success, you will have:

- 5-7 years relevant experience in event management, luxury retail or high end hospitality
- Master’s degree or equivalent and experience with Windows OS
- Examples of successful projects managed and multi-tasking capabilities
- High attention to detail and a deep understanding of luxury standards; an eye for excellence
- The desire to exceed client expectations and deliver a memorable experience at every opportunity
- Strong organizational and time management skills
- Exposure to budget management and reporting
- A self-starter mindset with excellent communication, networking and negotiation skills.
- An openness to others' views with teamwork at the center of all you do

**HOW DO WE KEEP YOU SMILING**:

- A great opportunity to be a part of a dynamic and diverse team
- The chance to work collaboratively with an array of creative and strategic minds, both locally and globally, to create market leading client experiences and activations
- A highly competitive salary along with a number of other generous incentives
- We offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level.

**YOUR JOURNEY WITH US**:

- After being shortlisted, you will receive a video call from our Talent Acquisition

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