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Reference Code:  68701

Manager Client Experience (Hospitality) - Cartier Fifth Avenue Mansion

New York, NY, US

Permanent
  
  

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 8,500+ colleagues of 90 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

 

Job mission

Deliver world-class moments that inspire life-long relationships, incredible memories and exceptional client journeys.

Oversee the execution of the client experience strategy & identify opportunities for improvements in boutique with a 360 view to ensure values and standards are upheld while providing exceptional service. In partnership with the boutique management team, lead, manage and execute individualized client experience journeys to ensure seamless and memorable experience fostering brand loyalty. Consistently engage and partner with boutique team to effectively plan all touchpoints of client’s experience.

Our objective in boutique 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 their creation.

 

Key Responsibilities

Driving Initiatives

  • Strategize and champion hospitality experiences, initiatives and elevated standards.
  • Be a driver of new creative initiatives for client experience enhancement.
  • Provide a consistently excellent client experience with the highest degree of courtesy
  • Lead, implement and execute hospitality initiatives including but not limited to the Bar, Dining Room and Private Appointment
  • Connect all hospitality touchpoints to ensure an elevated and seamless client experience
  • Interface effectively and professionally with clients.  Monitor service and experience levels to be able to anticipate and pivot based on traffic trends
  • Lead key user of appointment / queue management tools: collaborate with corporate teams on testing, share feedback, train, and drive adoption with boutique members
  • Translate and share client insights and feedback into proposals for continuous improvement & partner with Retail Experience team in Corporate. Communicate any improvements or evolutions in protocols to the broader team in partnership with boutique leadership

 

 

Hosting Clients

  • Work to consistently improve how the boutique manages the appointment calendar and walk-in traffic to provide the most elevated, luxurious in-boutique experience for Cartier clients. Greet, assess needs, and direct clients to appropriate team members.  Through the Client Experience team, own the appointment and queue management processes
  • Lead by example in ensuring that the Client Development Team deliver an exceptional and personalized welcome to the client upon the start of their Cartier journey and ensures outstanding hospitality and attention to clients throughout their visit
  • Continually oversee the boutique floor activity in partnership with the managers on the floor to actively re-engage with clients as necessary throughout their appointment journey to ensure needs are met and clients are well supported
  • Appointment management: pre-planning, coordination and review of upcoming appointments schedule with all team members to ensure clarity and flawless organization

 

Create Memorable Client Experiences

  • Build a network of resources to readily provide recommendations and personal services of the highest level that may include directions, restaurant reservations, entertainment requests, floral orders, etc. and make maps, literature, and other materials available.
  • Partner with management with various activities to facilitate seamless client experiences (including preparation, client entertainment, product presentation, and execution of client treatments.)
  • Proactively engage with management as necessary to escalate to client’s feedback and share resolution and follow up
  • Contribute to fostering a positive boutique culture in creating and supporting our client experience journeys; cultivating verbal and non -verbal behaviors that demonstrate a welcoming and highly valued client partnership 
  • Participate in networking activities including client events
  • Assessing competitive landscape in hospitality and experiential trends
  • Liaise with internal and external client

Knowledge and compliance

  • Develop fundamental brand knowledge to convey Cartier heritage and values
  • Maintain knowledge of local current attractions or events as well as a good knowledge of the surrounding area
  • Remain aware and keep current of competitor experiences/ best practices and ensure Cartier service remains competitive and unique with the highest degree of service.
  • Assessing competitive landscape in hospitality and experience trends to Cartier service experience remains competitive and unique

 

Operational support

  • Daily set up and break down of boutique for opening/closing as needed
  • Assist with Boutique projects as needed (inventory, organization, restocking of supplies, support from the Client Development Team with quick services as needed etc...)
  • Maintain a work environment of cleanliness and organization
  • Understand and comply with security and operational procedures (product handling, inventory control)
  • Order management of all hospitality elements including supplies and services

 

Ambassadorship and Maison Image

  • Act as Maison ambassador and uphold boutique image
  • Embrace the true value of the Maison DNA and Values and Lead by example
  • Partner appropriately within boutique team and Corporate to ensure that the boutique meets Cartier standards through regular maintenance and cleaning
  • Opportunity to promote Maison’s heritage, products, and employer of choice in all external interactions including social media
  • Navigate challenging client concerns, requests and/or expectations.

 

 

Team Leadership

  • Manage and mentor the Client Development Team population to ensure they uphold all expectations for client experience delivery.
  • Train, develop and motivate the boutique team on all elements of hospitality
  • Share goals and actively provide ongoing coaching and feedback; performance management to ensure individual development and high performing team
  • Collaborating cross functionally with internal stakeholders

 

 

Qualifications:

Education

  • Bachelor’s degree in a related field is a plus
  • Additional language skills are a plus

Required experience

  • Preferred 5-7 years of management experience, especially in luxury retail or hospitality
  • Experience managing direct reports

Technical Skills/ abilities

  • Must be available to work retail hours (including nights & weekends), overnight travel for trainings, client events, and other business events as needed
  • MS Office experience required; SAP knowledge preferred
  • Occasional work outside in varying temperatures
  • Prior experience working in a hospitality focused environment

Personal Skills:

  • Excellent interpersonal and communication skills are required.
  • Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision

 


Learn more about life at Cartier



www.careers.cartier.com

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: Manhattan
Nearest Secondary Market: New York City