Manager, Client Development Online Retail

Who Are We?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment!Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.

Are You a Good Match?

• Do you have a passion for High Jewelry, Art & Culture?
• Do you have experience with luxury products in your past?
• Do you have strong attention to detail and thrive in a fast-paced environment?
• If so, we’d love to get to know you!

Role Overview

The Client Development Manager for Online Retail is responsible for developing and executing a strategy to cultivate and maintain relationships with clients of the Web & Client Relations Center (Crc). This involves working closely with the local Online Retail team to understand client behaviors and preferences and collaborating with Client Development Hq to create customized client journeys, communications and gifting plans based on this knowledge. This person will also be responsible for building a client-centric culture within the Crc team of ambassadors by providing best practices guidelines such as defining a proportion of dedicated time to client-focused activities and providing the necessary tools to establish long-term relationships. This person will also manage the rollout of all Crm initiatives for Online Retail and analyze their impact on the business. This person will report to the Director of Client Care & Development and is based in New York.

Responsibilities

• Develop and implement an annual client development plan for Online Retail, in alignment with the goals and priorities of the Director of E-Commerce & The Sr. Manager of the Client Relations Center
• Collaborate with the Client Insight to analyze the E-Commerce Client database, identify opportunities, and track progress
• Create customized journeys, communication, and gifting plans for each segment of Online Retail clients based on insights from client data
• Educate ambassadors on the characteristics and evolution of their client base, the objectives for each client segment, and opportunities to engage with clients throughout the year
• Ensure the proper rollout of all loyalty programs and Crm initiatives, in collaboration with the Online Retail and corporate Client Development teamEnsure the accuracy and completeness of client data capture and act as a reference for client capture-related topics
• Maintain the cleanliness of the Online Retail database by reassigning clients when there is team turnover and consolidating merge requests according to Crm guidelines
• Foster a culture of client development within the Crc by conducting regular client strategy reviews with each ambassador, providing feedback, and tracking budget and Roi monthly
• Work with the Online Retail management team to determine the gifting campaign strategy, provide feedback on individual ambassador lists, and report on Roi
• Manage the Crc’s on-site gift inventory and distribution of gifts according to guidelines
• Define target client lists for special treatments and events to bridge the online-to-offline experience
• Look for opportunities to elevate the client experience across all Online Retail touchpoints and continually monitor client satisfaction scorecards, holding Ambassadors accountable for feedback loops

The Client Development Manager must comply with confidentiality and security guidelines as well as comply with all template requests from headquarters.

Qualifications

• Bachelor’s degree in a business-related field
• Ideal candidate will have a minimum 5-7 years of management experience, especially in luxury retail or hospitality
• Must have excellent computer skills and be proficient in Microsoft Office
• Excellent interpersonal, communication, organization, follow up and problem-solving skills are required
• Ability to travel internationally & domestically
• Knowledge of French is a plus

Currently, we are not sponsoring work visas. Applicants must have valid work authorization for employment is the Usa.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

More than a job…it’s an experience!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The recruitment process:

• Please complete an application on the Richemont Career Site.
• Selected candidates will be contacted by the Hr team for an interview.