Montblanc Director of Client Experience
- Employment
- Full-Time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- 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 Director of Client Experience, New York. Lead clientelling strategy, data analytics, and retail team coaching across North America.
Role & Responsibilities
- Develop and implement client development strategies to enhance loyalty and recruit new clientele, fostering long-lasting relationships through personalized communications
- Lead all initiatives aimed at cultivating one-to-one communication with clients to drive prospect conversion, client retention, reactivation, and upgrades
- Design meaningful and tailored outreach initiatives that demonstrate deep understanding and appreciation of each client segment
- Develop initiatives aimed at increasing appointments and encouraging customers to return in-store for personalized, elevated interactions
- Deliver ongoing coaching for retail teams in partnership with training and store leaders to enhance client engagement skills
- Craft an annual clientelling strategy and roadmap aligned with broader business goals and global vision
- Define and track performance metrics for clientelling initiatives, regularly adjusting based on feedback and business priorities
- Manage all clientelling reporting and support tools, including The View, to ensure key objectives are met
- Identify existing clientelling friction and challenges by regularly spending time on the selling floor to develop effective solutions
- Assess and optimize current methodologies and sources of client data collection to ensure accuracy and completeness
- Lead, motivate, train and coach retail teams to optimize clientelling performance and achieve client KPIs and sales goals
- Develop a regular communication cadence for clientelling efforts and performance to the Executive Committee
- Partner with the Marketing team to define boutique activation objectives, target audience, and event client lists
- Collaborate with the marketing team to ensure all client development strategies align with and reinforce overall brand messaging
- Ensure proper messaging cadence to maintain consistent communication with clients, avoiding duplication and saturation
- Collaborate with the High Artistry Director to identify key client engagement opportunities, including surprise-and-delight moments
- Develop, source, and order gifts to recognize top VICs and foster meaningful relationships
Qualifications
- Master's or bachelor's degree in a related field
- 8+ years of experience in CRM, client experience, or client services
- Excellent interpersonal skills with proactive approach
- Ability to turn data into clear and actionable insights
- Self-motivated and entrepreneurial mindset with strong problem-solving capabilities
- Ability to interact effectively with different seniority levels in a multi-cultural, international organization
- High flexibility with ability to deliver quality at detail level while maintaining strategic perspective in a dynamic environment
- Ability to represent the Maison to internal and external clients
- Comfort with travel up to 50% of the time
Skills
Experience
8+ years of professional experience in CRM, client experience management, or related client services roles within luxury retail or hospitality environments
Education
Bachelor's degree or Master's degree in a related field such as Marketing, Business Administration, Customer Experience, or Communications
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 «Client Experience Strategy Director», «Head of Clientelling & Retail Experience», «Director of Client Engagement», «Client Development Director», «Head of Boutique Experience», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.