Cartier Client Relations and Service Director

Bangkok • Thailand

Sunday, May 18, 2025

Cartier, a prestigious name in the luxury goods industry, is a part of the Richemont Group, a conglomerate renowned for its portfolio of leading luxury brands. As an employer, Cartier is committed to excellence, innovation, and the cultivation of a sophisticated work environment that values creativity and dedication. Employees are offered the opportunity to work with a brand that is synonymous with elegance and timeless luxury.

1. Lead and develop client and service strategies to enhance client journeys and foster customer loyalty, with performance measured by sales and engagement KPIs.
2. Collaborate with key stakeholders to revamp clients' online and offline journeys through a comprehensive 360° plan.
3. Deliver innovative client experiences via diverse CRM projects and client engagement activities.
4. Plan and execute annual in-boutique CRM activities, aligning objectives and KPIs with stakeholders.
5. Conduct client data analysis to convert insights into strategic actions and maintain constant data monitoring for long-term client development strategies.
6. Expand the customer base by recruiting new clients, strengthening relationships with loyal clients, and driving potential prospects.
7. Drive the implementation and execution of MyClient programs to ensure accurate data capture and training.
8. Collaborate with headquarters to deploy and manage processes and tools for client engagement enhancement.
9. Define gifting and treatment frameworks and clienteling occasions.
10. Design personalized 1:1 client journeys.
11. Facilitate the development of the LINE platform to enhance clienteling tools and integrate client data into Salesforce.
12. Identify and foster partnerships to target new audiences.
13. Build and review experiential touchpoints in events and in-boutique activations to strengthen client journeys.
14. Curate inspiring customer experiences through year-round client programs, gifting planning, and special treatments.
15. Implement cross-channel client experiences to enhance retention and recruit new clients.
16. Coordinate international VIP event planning and budget management.
17. Ensure boutiques maintain the highest level of hospitality, partnering with branding teams to uphold brand identity.
18. Build insights and strategies through customer database analysis and leverage data for client segmentation strategies.
19. Conduct consumer studies and market intelligence monitoring.
20. Define and implement client service strategies in line with global guidelines.
21. Manage client service complaints and collaborate with various teams to improve service excellence.
22. Supervise repair order tracking and propose solutions to client concerns.
23. Plan and manage budgets for client programs and treatments, ensuring cost control.

1. Bachelor’s degree required.
2. 5 years of management experience in service and/or luxury environments.
3. Relevant CRM experience in boutique, fashion, jewelry, or watchmaking industries is highly preferred.

1. Excellent communication and stakeholder management skills.
2. Result-oriented with the ability to work efficiently in fast-paced, complex environments.
3. Ability to articulate client strategies into concrete initiatives and projects with strong execution ability.
4. Strong business acumen and analytical skills.
5. High proficiency in PowerPoint and Excel.
6. Excellent verbal and written English.

5 years of management experience in service and/or luxury environments, with a preference for CRM experience in boutique, fashion, jewelry, or watchmaking industries.

Bachelor’s degree required.

Employees are offered a comprehensive benefits package, including opportunities for professional development and growth within the luxury sector.

Cartier fosters a culture of elegance, innovation, and excellence, encouraging creativity and dedication among its employees. The work environment is sophisticated, with a focus on collaboration and achieving the highest standards in the luxury industry.