Reference Code:  99031

Client Experience Director

London, LND, GB


Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

“dunhill’s innovative and design-driven heritage is a unique platform to build upon,

by creating purposeful products with an aesthetic that is classic yet relevant today”



Client Experience Director

(Permanent, Full-Time)



The Client Experience Director is responsible for overseeing our end to end client experience across all customer touchpoints at Dunhill. This individual will lead the development and definition of Dunhill's overarching client strategy across customer acquisition, CRM and Clientelling, will drive the successful execution and delivery of all client activations and will ensure that we achieve our annual Client targets for prospect generation, lead conversion, retention/reactivation and average customer lifetime value necessary to deliver Dunhill's 3 year commercial plan.

The Client Experience Director will be responsible for coordinating and orchestrating a large volume of cross functional stakeholders globally to ensure that we create a coherent consistent elevated client experience across all touchpoints that aligns to our brand manifesto, resonates with our target client and segments, with activations that deliver in line with or ahead of their projected ROI and target uplift in client KPls

This role is integral to driving our cross functional transformation and change management programme to embed Client at the heart of everything we do and will be the key thought leader within the business on creating client activations that reflect the best of luxury omnichannel 360 client experience today and in the future as well as bringing the practical know-how on how we should go about implementing these to successfully and sustainably embed these actions within our business

  • Lead development of Dunhill's overarching client strategy across acquisition, CRM and Clientelling
  • Drive execution and delivery of our client strategy including setting target client KPls and partnering on the planning of all Client activations to ensure the activation proposition and planned approach successfully achieves its target KPls
  • Coordinate and orchestrate all cross functional stakeholders responsible for delivering customer facing touchpoints to ensure we create a coherent consistent 360 experience in line with the best of luxury omnichannel client experience
  • Create and deliver best practice toolkits for cross functional stakeholder groups to ensure that we create and maintain a scalable approach to deliver best in class client experience across all customer touchpoints
  • Lead performance tracking and reporting on all client activation including leveraging industry experience and partnering with other Richemont teams to support retrospective/lessons learnt analysis to drive improved performance
  • Drive Dunhill's cross functional transformation to embed Client at the heart of everything we do



  • Extensive experience in a client/customer experience role ideally from a luxury fashion background
  • Experience in overseeing multi-channel, multi discipline communication touch points that drive acquisition and retention, ideally with experience specifically targeting UHNW clients
  • Experience creating and executing clientelling initiatives and programmes run by retail and online coincerge teams
  • Experience in a range of marketing channels within an omnichannel retail or luxury context
  • Proven experience developing and delivering an omni channel client strategy which will have high business impact
  • Well defined understanding of omnichannel client journeys and client relationship management
  • Experience creating customer segmentation frameworks and test plans to address segment specific needs with the outcome of driving significant revenue increases
  • Prior experience working in an matrix organisation ideally in an international business
  • Strong strategic and commercial problem solving skills with results & performance driven mentality
  • Highly analytical and confident with numbers
  • Proficient in Salesforce Marketing Cloud
  • Proficient in using data visualisation tools (e.g Looker, Data Studio)
  • Exceptional stakeholder management
  • Excellent communication and collaboration skills with the ability to work effectively across multiple teams and influence stakeholders at all levels of the organisation
  • Strong project management skills, ability to prioritise and manage multiple initiatives in a fast paced dynamic environment with a strong focus on driving business outcomes
  • Skilled manager who knows how to build processes that empower teams, unlock productivity and deliver results
  • Exceptional attention to detail and highly organised
  • Proactive, pragmatic self-starter with a high performance work ethic, positive flexible can-do attitude and entrepreneurial mindset



As a significant member of the dunhill community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.



We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

  • Initial screening call with Richemont Talent Team
  • Interview with the Hiring Manager
  • Panel interview with internal stakeholders
  • Business case presentation to CEO