AVP, Client Engagement

 

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.

 

AVP, Client Engagement

Cartier │ New York

 

Main Purpose

Drive client loyalty and repeat business through the development and execution of a Client Engagement strategy and by supporting the organization’s efforts to create a premiere luxury retail experience and best in class experience for Cartier clients. Reporting to the VP, Client Strategy, this role will identify and implement new concepts and initiatives to target, build and establish successful relationships with prospective, existing and emerging clients across all client segments and product categories.  The AVP Client Engagement must build a client-centric mindset in all Cartier employees, across channels, thereby supporting the development of a one network client strategy and lifetime client loyalty.

 

Key Responsibilities

Client Engagement Strategies

• Develop strategies to drive sales growth and ongoing loyalty from all client segments and for all sales channels, including developing a process for tracking ROI
• Reinforce culture of clienteling and drive client behaviors in all channels
• Partner with Commercial leadership to ensure strategies are aligned with business objectives, and lead the Regional Client Engagement Directors in the implementation (and personalization) of these strategies with their respective regional teams
• Develop objectives and KPIs for the One Network and ensure consistency of execution by creating processes, by monitoring results, by sharing best practices and by engaging cross-functional teams
• Partner with HQ teams in the implementation and localization of globally driven programs and initiatives; convey North America Region business insights, priorities, requirements, etc. to inform future development of global strategies and programs
• Partner with the Prestige Team to support the development and implementation of their Client Engagement strategies, while ensuring alignment with overall Client Engagement objectives
• Partner with the Client Experience Team to support the development of the client experience action plan and to ensure all client engagement opportunities (e.g. events, experiences, treatments, gifting) are maximized, targeted appropriately and are delivering the prescribed ROI

• Partner with the Media Team to ensure their media plan (especially social, email and co-op) is integrated into the one-on-one clienteling strategy. Share ideas and insights for new customer journeys to drive incremental customer loyalty and sales results
• Partner with the Marketing Product Team to develop initiatives to drive specific products/ categories by designing targeted client outreach and acquisition programs
• Partner with the Arts & Culture Team to support activations and initiatives from a Client Engagement perspective

Tools & Transformation

• Build a clienteling mindset in all Commercial teams; underscore the why and implement change management initiatives to drive buy-in and adoption of Client Engagement
• Drive adoption of all client outreach tools. Build structure/ environment to allow for the time and attention to Client Engagement activities (e.g. clienteling stations, scheduled time, etc.)
• Support cross-functional efforts to create and/or enhance new and existing tools (IT tools or otherwise) developed to support Client Engagement strategies. Partner with Business Solutions and HQ teams and offer business an