Director Of Client Experience

Summary

The Director of Client Experience develops and executes clienteling strategies across North America to strengthen client relationships and elevate the boutique experience. This role partners with retail, training, and marketing teams to improve client engagement, retention, and business performance.

Responsibilities

• Develop client development strategies, personalized outreach, and initiatives that drive prospect conversion, retention, reactivation, and appointments.
• Coach retail teams to improve client engagement and achieve clienteling KPIs and sales goals.
• Define performance metrics, manage reporting and support tools, and use data to improve personalization and clienteling results.
• Collaborate with marketing and retail teams on boutique activations, client communications, and VIP engagement.
• Develop client gifting initiatives and communicate clienteling performance to the Executive Committee.

Requirements

• Bachelor's or master's degree in a related field.
• At least 8 years of experience in CRM, client experience, or client services.
• Strong interpersonal, analytical, coaching, and problem-solving skills.
• Ability to work independently and collaboratively across seniority levels in a multicultural organization.
• Flexibility to travel as needed, including travel up to 50% of the time.