Client Development Manager
Costa Mesa, CA, US
Permanent
The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 7,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
Client Development Manager – Cartier South Coast Plaza
At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.
Cartier North America is seeking a Client Development Manager who will be responsible for cultivating and developing relationships with existing and prospective clients, diagnose client spend, and identify opportunities to increase engagement and wallet share. The Client Development Manager will work closely with the Boutique Director to enhance the overall client experience in the boutique. The ideal candidate will play a key role in sharing the Cartier values and spirit, to motivate the boutique team in their respective roles.
Lead Client Development and Relationship Initiatives in partnership with boutique, regional and corporate partners
Lead and champion the GOAL initiative to develop high potential and prospective clients through strategic and individualized action plans
Partner with boutique leadership to develop Prestige Partnership strategies to increase prestige sales within the boutique and to further develop the VIP client strategy
In partnership with the boutique leadership team, implement effective clienteling practices to ensure the development of genuine client relationships resulting in increased business opportunities
Leverage client insights to develop and implement strategic client acquisition initiatives to gain market share.
Develop a strong understanding of the relevant marketplace and client demographic
Manage the analysis and extraction of client lists in partnership with sales management and associates; lead all segmentation activities including but not limited to new product launches, holidays, events and targeted outreach
Increase new client acquisition by leveraging various tools (ie. Local marketing team opportunities, social media, networking platforms etc.)
Monitor and develop processes and action plans (in partnership with management) related to data capture results, sales associate performance, client related activity and ROI analysis for events and outreach initiatives
Incorporate overall client development strategy including staff coaching, client relationship management, in store client experience including after sales service
Partner with boutique management to manage the data integrity of all client information
Database management including the facilitation and execution of all merge and reclassification requests
Prepare necessary reporting and analysis that provide qualitative results for business performance and development
Lead by example by developing individual relationships with clients
Interface effectively and professionally with clients and all levels of Executive Management
Assist clients with the sales and service of Cartier products, as needed
Lead Client Event & Gifting activations in partnership with boutique, regional and corporate partners
Develop and implement personalized and unique, one-of-a-kind activations for VIP clients
Collaborate with all Corporate Departments (i.e. CRM, High Jewelry, client development, treatment, gifting, events, etc.) to effectively co-ordinate key client moments – both commercial and experiential
In partnership with boutique management, lead and promote networking activities for the boutique team
Actively drive and promote new client experience projects including virtual, private events, and boutique activations
Collaborate with Boutique Director, as well as the management team to ensure alignment on gifting strategy
Champion client development through relationship building and VIP outreach action plans, including new client acquisition and existing client loyalty
Partner with boutique management team to set coaching strategies and priorities
Guarantee alignment in the implementation of brand care service strategy
Participate in networking activities including client events
Lead by example by developing individual relationships with clients
Interface effectively and professionally with clients and all levels of Local and Executive Management
Assist clients with the sales and service of Cartier products, as needed
Manage and develop team
Motivate and support the overall client experience staff
Ensure luxury service at all levels and enhance overall client experience
Communicate strategic brand focuses to management team
Regularly conduct team meetings, ensuring that staff is aware of the tasks, targets and client development best practices
Ensure that administrative and HR tasks (including but not limited to scheduling, payroll and overtime management) are being managed
Actively development and maintain talent pipeline
Partner with the Boutique Director to elaborate and implement the coaching and training strategy for the boutique
Lead the performance management process through regularly scheduled individual meetings with direct reports including biannual performance review
Assess potential and propose development opportunities in partnership with boutique management and HR
Continuously promote a positive and united work environment amongst all staff
Maintain a regular presence on the sales floor
Operational support
Support boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs.
Daily set up and break down of boutique for opening/closing, as needed
Assist with boutique projects as needed (inventory, organization, etc…).
Knowledge and compliance
Possess deep understanding and knowledge of brand and full range of all products and services to convey Cartier heritage and values
Promote the implementation of new technology-based client development tools – including myClients
Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.)
Possess a full understanding of the relevant marketplace and client demographic
Brand Ambassador
Uphold Cartier image by always maintaining a professional demeanor and be an Ambassador for the Brand
Requirements:
Bachelor’s degree in a business-related field
A minimum of 7 years of management, especially in luxury retail or hospitality
Additional language skills (Mandarin, Portuguese, Russian) are a plus
Must be available to work retail hours including weekends
Outstanding interpersonal skills
Experience with luxury client development in a boutique setting
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