Montblanc Director of Client Experience
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 12, 2026
About Montblanc
Montblanc is a globally recognised maison within the Richemont group, celebrated for its writing instruments, leather goods, watches and luxury accessories. The brand combines artisanal craftsmanship with contemporary design and operates a worldwide retail and wholesale network, delivering premium client experiences across boutiques and digital channels.
Montblanc seeks a Director of Client Experience in New York to lead clienteling, CRM and VIP programmes for the maison.
Role & Responsibilities
- Define and execute the end-to-end client experience strategy across Montblanc’s New York market, ensuring seamless omnichannel service and elevated luxury standards.
- Lead and develop a cross-functional Client Experience team, including clienteling, CRM, loyalty and VIP services; set objectives, coach managers, and drive performance.
- Own CRM and clienteling initiatives: segment high-value clientele, design personalised journeys, and implement retention and reactivation programmes in partnership with marketing and retail operations.
- Align in-store and digital touchpoints by partnering with ecommerce, store leadership and IT to deliver consistent brand experiences and data-driven personalisation.
- Establish and monitor KPIs (LTV, retention, conversion, average transaction value) and deliver regular performance reporting and insight-driven recommendations to senior leadership.
- Design and oversee VIP and client events, bespoke services and escalation protocols for high-net-worth customers to protect and grow key relationships.
- Drive continuous improvement of service standards, training curricula and frontline selling behaviours to ensure exemplary client interactions and high client satisfaction.
- Manage budget for client experience initiatives and coordinate with marketing, merchandising and operations to ensure cohesive execution and brand alignment.
Qualifications
- Proven leadership at director or senior-manager level within luxury retail, client experience or CRM functions.
- Track record of designing and delivering omnichannel client programmes that measurably improve retention and revenue.
- Strong commercial acumen with demonstrable experience setting and achieving KPIs tied to client lifetime value and conversion.
- Exceptional stakeholder management and cross-functional collaboration skills, including experience working with marketing, retail operations and IT.
- Excellent communication and presentation skills, capable of representing the brand to VIP clients and senior executives.
Skills
Experience
Minimum of 8–12 years of progressive experience in luxury retail, CRM, clienteling or customer experience roles, with at least 3–5 years in a senior leadership position responsible for strategy and a distributed team.
Education
Bachelor’s degree in Business, Marketing, Luxury Management or a related discipline, or equivalent professional experience.
Workplace
The successful candidate will be located in New York, New York, USA.
Culture
Montblanc combines a heritage of fine craftsmanship with modern luxury retailing; the working culture prizes meticulous attention to detail, client-centricity and cross-disciplinary collaboration. Teams operate in a high-touch, service-oriented environment where leadership is expected to mentor boutique teams and uphold the maison’s standards of elegance and discretion.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Montblanc, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Head of Client Experience», «Director, Client Relations & Loyalty», «Director of Customer Experience», «Head of Clienteling & CRM», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.