Job mission:
Reporting directly to the Director of Client Treatment, the Senior Manager role will be accountable for creating and implementing custom & unique client treatment offerings & one-to-one communication that elevate the Cartier Client Experience overall and manage rollout with the network. This person will co-collaborate with the client development team to build client clusters & customized treatment plans to align with network KPIs.
In addition, this person must have proven experience in handling multiple projects simultaneously, is comfortable and successful in a fast-paced environment and has their finger on the pulse of which luxury client experiences fit the tone and manner of Cartier. This person upholds the ideals of the Cartier legacy with a clear understanding of luxury service and how best to define, develop and deliver exceptional experiences and treatments.
Main accountabilities/objective of the position
Key Responsibilities:
- Partner with Treatment Director on long-term hospitality projects that elevate client experiences in the boutiques including food & beverage, bespoke moments, and elevated enhancements
- Research, source, vet, and onboard appropriate vendors for treatment and hospitality partnerships
- Research, plan, develop, execute, and communicate treatment guidelines for all major holidays and cultural moments, consisting of gifts, communication tools, and enhancements in alignment with analytical data and market research
- Research, plan, develop and execute elevated boutique private appointments based on objectives and needs
- Maintain, update, and enhance the Client Experience Toolbox as needed with the addition of new tools and resources based on needs and feedback
- Manage a team for the development of Local Conciergeries/City Guides for each market; from concept & design to site visits, approved inclusions in line with Cartier tone & manner and brand identity to elevate the Cartier experience
- 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, hospitality, and adhoc needs
- Prioritize developing strong relationships across the network in order to gain insight into the needs of the clients. Partner with other departments to build internal rapport.
Qualifications:
- Bachelor’s Degree
- 6-8 years of work experience needed in luxury hospitality and/or events. Events and Client Treatment experience in the luxury retail environment is a benefit
- Strong understanding of providing luxury service and exceptional experiences for Cartier customers
- Constantly seeks new and creative ways to meet the changing needs of our client
- Excellent communication & interpersonal skills with a proven ability to communicate effectively both orally and written
- Strong influencer with skills to persuade and negotiate
- Excellent organizational, planning, and time management skills. Ability to handle multiple projects simultaneously and is comfortable and successful in a fast-paced environment
- Excellent budget management skills
- Creative problem solver, strong attention to detail, motivated, and a self-starter
- Ability and willingness to shift between managing the process and providing “hands-on” work to ensure things get done
- Ability to work effectively with all company levels from executives and senior management to outside partners and support staff
- Ability to work both as part of a team and independently; demonstrates initiative
- Must be a team player, enthusiastic, positive, professional, and polished
- Ability and willingness to work extended hours and travel as needed
- Highly proficient in Excel & PowerPoint
