Client Experience & Relations Senior Executive

Mission

Join the Marketing, Communication & Client team as a Client Experience & Relations Senior Executive, where you will strategically implement client-focused initiatives aimed at boosting engagement, recruitment, conversion, and retention. This role focuses on delivering exceptional client treatment and gifting to foster deeper relationships.

Key Responsibilities

• Work collaboratively across departments, particularly with retail teams, to promote a client-centered mindset in all activities placing Cartier clients at the core.
• Enhance client interactions at every stage and channel of their journey by designing impactful and memorable experiences.
• Assist in planning activation strategies, including backend event logistics. Work with cross-functional teams to consolidate event data and support performance analysis and ROI reporting.
• Develop and implement local client treatment initiatives such as personalized activations, 1:1 treatment programs, and gifting strategies.
• Support luxury client hospitality for overseas events by coordinating with retail teams and agencies to ensure flawless event preparation and execution.
• Provide rapid assistance to retail teams managing client data in applications like the MyClients app, ensuring smooth tool operation to facilitate retail workflows.
• Continuously collect feedback from retail teams to improve application functionalities and user experience.
• Maintain up-to-date clienteling tools including communication templates and marketing assets to empower effective personalized client interactions.
• Support targeted clienteling campaigns designed to increase engagement and conversion rates within the client base.
• Oversee and coordinate client gift orders across departments for SAM markets; control inventory management at the Singapore warehouse.
• Manage monthly client gifting activities such as birthday flower deliveries for VIP clients, collaborating with retail teams to curate gift recipient lists and liaising with vendors to ensure timely logistics.
• Lead quarterly client gift replenishment with retail team involvement, ensuring compliance with gifting protocols.
• Handle vendor onboarding and ongoing relationship management.
• Conduct competitor monitoring and prepare detailed analyses for benchmarking and post-event review sessions.
• Implement carefully designed client treatment programs to impress targeted VIP groups, ensuring smooth execution within budget limits and across functions.
• Assist in partnerships with external parties to attract and convert high-potential prospective clients into the database.
• Monitor client satisfaction metrics via internal tools such as the Cartier Experience Barometer, working closely with retail teams to address and resolve client concerns promptly.
• Coordinate and support in-store training and workshops focused on client satisfaction initiatives and tool usage, maintaining high service standards.

Qualifications & Competencies

• A bachelor’s degree in Business, Marketing, or a related field is required.
• Between four to five years of experience in Client Relationship Management, preferably within luxury retail environments.
• Comfortable with technology, especially proficient in Microsoft Office applications like Excel and PowerPoint.
• Knowledge of CRM systems is essential; experience with Salesforce Service Cloud and data visualization platforms such as Looker is advantageous.
• Strong analytical capabilities with great attention to detail.
• Excellent written and spoken communication skills combined with interpersonal, analytical, and organizational abilities.
• Ability to work independently, think critically, take initiative, and collaborate effectively across various departments.
• Proven time management and problem-solving skills.