Manager, Client Experience, California

Are you a good match?

The ideal candidate for this role is required to have a bachelor’s degree in a related field. Minimum 4-5 years of working in management in a luxury, hospitality and/or events environment is preferred. Strong understanding of providing luxury service and exceptional experiences. Excellent organizational, planning and time management skills. Ability to handle multiple projects simultaneously and is comfortable and successful in a fast-paced environment. This candidate is also required to have knowledge of CRM strategy and work closely with client databases. We are also looking for strong computer skills, excellent communication, networking, and interpersonal skills. Ability to travel is a must.

 

What are we expecting from you?

Reporting to the Senior Manager of Client Experience, you will be responsible for guaranteeing the level of experience offered to clients across touchpoints and deploys the Maison client experience, client treatment and satisfaction strategies at regional level. He/She digests & adapts guidelines to build the regional programming and adhoc propositions for our clients. This role will build strong partnerships and relationships within the region and local communities to best support the client treatment needs of the boutique and to monitor the Client satisfaction locally. The role will focus on creating client treatments for West Region clients both in and out of the boutiques in the Region.

 

In this role, you will:

 

Ensure that boutiques teams have all the tools to nourish the client experience by researching, sourcing and vetting appropriate vendors and/or locations for treatments and hospitality partnership

• • Share and animate hospitality guidelines (hosting, waiting time management,) to ensure the right level of experience, capitalizing on all boutique spaces
  • Ensure with the retail operation team the right usage of tools in boutiques (incl. regular visits / refresh in boutique, training)
  • Manage F&B selection in boutiques, in line with Maison guidelines, quality and service
  • Coordinate and follow consumption and orders of client experience tools (certificate holder.)
  • Support boutiques in their daily challenges regarding client experience

 

Accompany markets in the deployment of the Client Experience and Treatment strategy (in collaboration with CRM, HJ & Comm team)

• • Define local treatment planning in line with the strategic plan guidelines and local objectives, in collaboration with local counterparts
  • Participate in the definition of the client HJ event strategy: invitations, treatment
  • For in-boutique animations and ad-hoc treatment, support the boutique in the design and implementation of the activation
  • For local event / animation, participate in the preparation of the event with the local event team (incl. building a pool of vendors), incl. the welcome of foreign clients

 

Client Gifting management

• • Develop guidelines and best practices as it pertains to client experience moments aligned with company objectives including, but not limited to, private appointments, gifting ceremonies and additional needs of the boutiques.
  • Deploy gifting guidelines,