Client Development Director
New York, NY, 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.
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.
CLIENT DEVELOPMENT DIRECTOR – CARTIER, FIFTH AVENUE MANSION
KEY RESPONSIBILITIES:
Focus on service at all levels and enhance overall client experience in the US Historical Cartier Flagship while supporting the promotion of sales through relationship building:
Elaborate and implement the overall client development strategy including staff coaching, client relationship
management, in store client experience and after sales service
Collaborate with other boutique directors as well as the management team to ensure alignment
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 Executive Management
Assist clients with the sales and service of Cartier products, as needed
Manage and develop team:
Motivate and support the overall care service and client experience staff, including a team of managers
Communicate strategic brand focuses to management team
Regularly conduct team meetings, ensuring that staff is aware of the tasks, targets, clients services best practices
Ensure that administrative and HR tasks (including but not limited to scheduling, payroll and overtime management) are being managed by direct reports on a regular basis
Actively recruit and maintain talent pipeline
Partner with the General Director and other Directors in order 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 service tools
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 maintaining professional demeanor at all times and be an Ambassador for the Brand
JOB PROFILE
Education:
MBA is preferred
Additional language skills (Mandarin, Portuguese, Russian) are a plus
Required Experience:
A minimum of 10 years of management, especially in the field of luxury retail or hospitality
Technical Skills / Abilities:
Must be available to work retail hours including weekends
Personal Skills:
Ability to work with a team in a fast-paced environment
Flexible mindset with the ability to embrace changes
Excellent analytical, organizational, and interpersonal communication skills
Proactive approach to analyzing business and to human resource needs
Ability to motivate and develop team as per Cartier’s image
Ability to project an approachable and professional image in personal appearance, manner, and demeanor
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