Client Engagement Manager - Mansion Fifth Avenue

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Client Engagement Manager | Cartier Mansion – Fifth Avenue

Reports to: Client Engagement Director

Role Overview

Cartier North America is seeking a Client Engagement Manager who will be responsible for developing and implementing Client Engagement strategies to increase client loyalty and overall ROI. The Client Engagement Manager will work closely with the Client Engagement Director and the Sales Director to oversee service at all levels, managing and developing the Client Experience Coordinators, to enhance the overall client experience in the Historical New York Cartier Mansion on 52nd Street. The ideal candidate will play a key role in sharing Cartier values and spirit, to motivate the boutique team in their respective roles. 

Responsibilities

Team Development and Management

• Partner with Client Engagement Manager to Lead strategic clienteling activities including implementation of new technology-based tools.
• Collaborate with Boutique Directors, Management team and staff to align and execute gifting strategy 
• Partner with Sales Experience Managers, Sales Director and Client Engagement Director to drive clienteling  initiatives. 
• Regularly Conduct team meetings, ensuring that stakeholders are aware of the tasks, targets, clients services best practices to develop high potential and prospective clients. 
• Actively develop and maintain talent pipeline 
• Partner with the Client Engagement  Director to identify training needs and coaching opportunities for Client Experience Coordinators ( CEC )
• Lead the performance management process through regularly scheduled individual monthly touch bases with CEC. Assess potential and propose development opportunities in partnership with boutique management, HR and Career Committees 
• Perform administrative and HR tasks including but not limited to scheduling, payroll and overtime management 
• Continuously promote a positive and united work environment amongst all staff by maintaining a regular presence on the sales floor 
• Develop a strong understanding of the relevant marketplace and client demographic.
• Collaborate with High Jewelry team to effectively communicate key messages, business opportunities and needs.
• In partnership with Client Engagement Director, to develop and implement strategies to engage clients, driving ROI and boutique metrics. 
• Provide monthly insights on client brand segmentation movements and trends, focusing and developing local strategies for each targeted client segment

Operational support

• Support Management Team with ad hoc reporting / data organization and analysis.
• Support Management Team to promote the implementation of new technology based service tools.
• Daily set up and break down of boutique for opening/closing, as needed.
• Assist with Boutique projects as needed (inventory, organization, etc...).
• Support boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs.
• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.).

Be a Maison Ambassador

• Uphold the Cartier standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to create a highly collaborative network at all times both in person and via telephone
• Participate in networking activities including client events

Qualifications

Education

• Bachelor’s degree in a business related field is a plus

Required experience

• 5-10 years previous management experience in luxury retail or hospitality
• Experience in managing direct reports

Technical skills or knowledge

• Excellent computer skills (Microsoft Office applications) is required
• Must be available to work retail hours (including weekends), travel for trainings, client events, etc. as needed
• Ability to work with a team in a fast-paced environment required
• Flexible mindset with the ability to embrace changes
• Ability to motivate and develop team as per Cartier's image
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor

Personal skills

• Strong leadership skills
• Excellent analytical, organizational, and interpersonal communication skills
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Enthusiastic approach with clients and colleagues
• Entrepreneurial spirit to develop their own business and build long lasting client relationships
• Creativity in developing new ways to motivate and develop a team
• Collaborative approach with ability to foster a united work environment with a “can do” attitude
• Strong understanding of client service needs and  priorities (internal and external)
• Strong attention to details with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Intellectual curiosity and passion for learning

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $120,000 – 130,000

Salary will be determined based on relevant skills and experience.