Reference Code:  81734

Client Experience Manager

Beverly Hills, CA, US


The 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.


At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.


Our objective is to create the most exceptional client experience with the most productive environment and team. Doing so with consistency across the network –giving our clients a unified experience throughout North America while enhancing our client development opportunities. To do so, we operate in an appointment recommended model, allowing us to provide clients with the best possible boutique experience, including personalized product curation, attention,and services for theircreation.


Job Mission

Oversee the development and execution of the client experience strategy and identify opportunities for improvementin boutique with a 360 view to ensure values and standards are upheld while providing exceptional service. In partnership with boutique management, 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.


Exceptional Client Experience

  • Lead the appointment and queue management processes, and consistently improve how the team manages the hybrid model to provide the most elevated and luxurious in-boutique experience for Cartier clients
  • Manage the welcome,discovery, and overall client flow (including pre/post appointment preparation, browsing, sales interaction, etc.)
  • Lead by example by ensuring that the Client Experience Coordinators deliver an exceptional and personalized welcome to the client upon entry and ensure outstanding hospitality is consistently offered
  • Continually oversee sales floor activity in partnership with boutique management to ensure teams and clients are well supported
  • Key user of appointment / queue management tools (RDV): collaborate with corporate teams on testing, sharing feedback, in-boutique training, and driving adoption
  • Appointment management: pre-planning, coordination,and review of upcoming appointment schedule with all team members to ensure clarity and flawless organization


Create exceptional client experiences

  • Share client insights, identify areas of opportunity, and provide feedback for continuous improvement to boutique leadership and Corporate Retail Experience team
  • Communicateprocess improvements or adjustmentsto the broader team in partnership with boutique management
  • Provide recommendations and personal services of the highest level that may include directions, restaurant reservations, entertainment requests, floral orders, etc.; lead creation of maps, literature, and other materials as needed
  • Assist management with various activities to facilitate seamless client experiences (including client entertainment, product presentation, and execution of client treatments)
  • Proactively engage with boutique management as necessary to escalate client feedback, share resolutions, and follow up
  • Foster a positive boutique culture by creating and supporting our client experience journeys; cultivate verbal and non-verbal behaviors that demonstrate welcoming and highly valued client relationships
  • Exhibit strong floor presence to gaina pulse on the client journey to effectively partner with boutique leadership in providing coaching opportunities and in the moment feedback on ways to enhance and perfect the client journey
  • 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


Maison / industry knowledge and compliance

  • Develop fundamental brand knowledge to convey Cartier heritage and values
  • Participate in networking activities including client events
  • Maintain knowledge of local attractions or events as well asconnection to community
  • Remain aware and keep current of competitor landscape, ensure Cartier service remains competitive and unique with the highest degree of excellence
  • Participate in daily set up and break down of boutique for opening/closing as needed
  • In partnership with boutique management, oversee overall display maintenance of the boutique(e.g., proper visual standards, product maintenance and understock organization, cleanliness, etc.)
  • Understand, comply, and reinforce security and operational procedures (e.g., product handling, inventory control, transaction processing, including payments, etc.)
  • Strive for operational excellence related to the boutique environment and upholding standards


Talent and leadership

  • Exhibit a high degree of professional maturityand lead by example
  • Lead with authenticity and drive transparency, serve as a consistent and communicative voice with key updates and information
  • Inspire and engage team members by connecting them to the bigger picture of business strategies, provide clearand motivational individual/team updatesand feedback, foster inclusive culture within the boutique
  • Build interpersonal trustby creating a safe space and sense of belonging; embrace and integrate diverse perspectives
  • Hold talent accountable for demonstrating Cartier competencies and behaviors to achieve goals and KPIs
  • Train, develop, and motivate team of Client Experience Coordinators; show proactive leadership by facilitating idea generation and creative problem solving
  • Create team spirit and cultivate an environment where team members are recognized as valued contributors to the overall success of the boutique
  • Deliver and document clear and consistent performance management feedback, provide ongoing coaching (on-the-spot, etc.) to ensure individual development and high performing team
  • Have a 360 view of talent (internal and external), and serve as a “talent ambassador” by conducting external pipelining activities




  • Bachelor’s degree in a related field


Industry experience

  • 5 to 8 years of management experience required, especially in luxury retail or hospitality
  • Required experience in leading leaders and managing direct reports


Technical skills/ abilities

  • Excellent computer skills and use of technology
  • MS Office experience required; SAP knowledge preferred
  • Additional language skills are a plus


Personal skills

  • Must be available to work retail hours (including evenings and weekends), overnight travel for trainings, client events, and other business events as needed
  • Ability to work in a fast-paced, evolving environment
  • Excellent analytical, organizational, and interpersonal communication skills are required
  • Strong understanding of client service needs and priorities (internal and external)
  • Strong attention to detail with the ability to handle multiple tasks simultaneously with accuracy and precision
  • Collaborative approach with ability to foster a positive and inclusive work environment
  • Ability to motivate and inspire others, and instill trust


*This job description may not be inclusive of all assigned duties, responsibilities, or job aspects describedand is subject to amendment as needed at the sole discretion of the employer. Expected salary range: $104,100 - $150,000. Please note, salaries will be negotiated based on relevant skills and experience.



Learn more about life at Cartier


Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont

Nearest Major Market: Los Angeles