Summary
The Director of Client Experience develops and executes clienteling strategies across North America to strengthen loyalty, recruit new clients, and elevate the boutique experience. This role partners with retail, training, and marketing teams to improve client engagement and drive business results. The Director also oversees clienteling performance measurement, reporting, and tools.
Responsibilities
- Develop and lead client development strategies, personalized outreach, and initiatives that drive conversion, retention, reactivation, and appointments.
- Coach retail teams to strengthen client engagement and achieve clienteling KPIs and sales goals.
- Define performance metrics, manage reporting and clienteling tools, and optimize client data collection and personalization.
- Collaborate with marketing and retail partners on boutique activations, client communications, and omnichannel initiatives.
- Develop VIP client engagement opportunities and source gifts for top clients.
- Communicate clienteling performance and initiatives 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, coaching, problem-solving, and analytical skills, including the ability to turn data into actionable insights.
- Ability to work independently and collaboratively with stakeholders at different seniority levels in a multicultural organization.
- Ability to balance strategic perspective with attention to detail in a dynamic work environment.
- Flexibility to travel up to 50% of the time.
