Vice President Client Strategy

Vice President Client Strategy

Cartier North America

 

Reporting directly to the Chief Commercial Officer, the Vice President of Client Strategy will play a critically important role in leading and driving the iconic Cartier Maison in the Cartier North American market. This role will be accountable for leading the strategic development of a client strategy across all pillars of the organization to enable the market’s success in driving sales and advancing the network’s capabilities to engage and meet the needs of the Cartier client.

 

This person must have proven executive leadership skills and a demonstrated ability to manage leaders, diverse teams, and functions. This role will be a critical partner within the Cartier North America market, Richemont shared service functions, as well as with Cartier International & Group stakeholders. Bringing a deep strategic luxury client expertise with a proven foundation in boutique level experience, this individual will be responsible for implementing new and emerging trends, strategies and best practices that will ultimately enhance and grow a well-established luxury retail business while keeping the client experience at the core.  This person will lead four corporate client pillars including:  Client Engagement, Retail Experience, the Client Centricity/Client Relations Center and E-Commerce. 

 

Responsibilities:

• In close collaboration with Cartier HQ, define strategic framework and underpinning initiatives to create a one network client strategy across Cartier North America; understand the current versus future state of the business and client value proposition; identify key requirements/capabilities needed to support the strategy and deliver effectively across all client channels.
• Lead the client strategy teams to ensure synergies among processes and ways of working and improve collaboration across all commercial pillars.
• Animate all channels of the retail community to foster a common client vision, shared objectives and accountability. 
• Drive client development behaviors in the network influenced by the data and opportunities identified by the CRM and Data Solutions teams.  
• Define clear client objectives and measures of success using appropriate KPI’s to ensure alignment. 
• Understand and remove any barriers to executing the client strategy, for example, organizational structure, talent, culture, resources, etc.
• Build and nurture strong relationships with key client stakeholders, becoming a trusted advisor and strategic partner.
• Partner with the Learning & Development team to implement specific action plans to reinforce behaviors in selling and clienteling.
• Partner closely with the High Jewelry team to develop and implement a clienteling framework that helps lead to newly acquired clients at this level
• Build and define the end to end Cartier client experience with a true OMNI channel lens
• Work with cross-functional teams to ensure that projects are executed on time and within budget
• Design and develop a clear, cohesive, and effective communication strategy for how to effectively disseminate the client strategy.  
• Incorporating a deep understanding of the boutique environment, ensure close collaboration with retail leaders across the business to ensure the voice of the client is incorporated in all strategies and that feedback from regional field leaders, CRC leaders, Ecommerce leaders and Boutique leader are taken into consideration. 
• Provide leadership to inspire, empower, engage and energize the team to achieve key objectives through teamwork and streamlined processes.
• Set the tone for leadership by modeling effective performance feedback, attracting and retaining talent & building effective succession plans for talent.

 

Education:

 

• Master’s Degree in Business Administration or related field preferred

��

Required Experience and Personal Skills:

 

• 15+ years senior executive level experience in a multinational organization
• Experience in luxury retail with leadership experience in a boutique position
• Strong leadership, interpersonal and organizational skills
• Experience implementing a client strategy that has effectively elevated a luxury commercial organization
• Deep understanding of the client journey.
• Omni channel experience
• Experience supporting growth through transparency, consistency, and disciplined execution. Must be able to manage multiple projects simultaneously, and organize workload to meet organizational timelines in a fast paced, high-growth environment
• High curiosity and desire to seek out new trends and best practices.
• Digital mindset & abi