Richemont Client Experience & Relations Senior Executive

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Collaborate cross-functionally with retail and other departments to promote a client-centric approach, positioning Cartier clients at the heart of all initiatives
• Elevate the client experience across all channels and touchpoints, creating meaningful and memorable activations that drive engagement
• Support activation strategy planning and event execution, consolidating performance data and delivering ROI analysis and post-event reports in collaboration with cross-functional teams
• Refine and roll out local client treatment strategy, including client-related activations, 1:1 treatment programs, and comprehensive gifting plans
• Provide support on high-end client overseas treatment by liaising with retail teams and agencies to ensure seamless pre-event hospitality booking and execution
• Deliver prompt technical support to the retail team on data issues related to client-facing applications (e.g., MyClients app) and ensure optimal functionality of tools
• Continuously gather feedback from the retail team to enhance application features and user experience for clienteling platforms
• Ensure all clienteling tools, communication templates, and assets remain current and readily available to equip the retail team for effective 1:1 engagement
• Contribute to targeted clienteling programs aimed at driving higher engagement and conversion rates
• Manage and consolidate client gift orders across SAM markets, overseeing the complete lifecycle from inbound receipt to outbound delivery at the Singapore warehouse
• Coordinate monthly VIP client gifting initiatives (e.g., birthday flowers), working closely with the retail team to curate client lists and liaise with vendors for seamless logistics
• Own quarterly client gift replenishment initiatives, ensuring retail teams adhere to gifting guidelines and brand standards
• Lead vendor onboarding and management to support client treatment and gifting operations
• Monitor competitor activities and compile comprehensive analyses for benchmarking purposes and internal sharing
• Execute curated client treatment programs targeting VIP segments, ensuring smooth cross-functional execution within approved budgets
• Support third-party collaborations to engage high-potential prospects, driving conversion and client database recruitment
• Monitor client satisfaction through internal programs and tools (e.g., Cartier Experience Barometer), ensuring prompt follow-up on dissatisfied clients
• Coordinate and support in-boutique training and workshops on client satisfaction programs to maintain elevated service standards

Qualifications

• Bachelor's degree in Business, Marketing, or equivalent discipline
• 4–5 years of experience in Client Relationship Management, preferably in luxury retail
• Proficiency in Microsoft Office (Excel and PowerPoint)
• Strong knowledge of CRM systems; experience with Salesforce Service Cloud and/or data visualization tools such as Looker is advantageous
• Excellent analytical skills with meticulous attention to detail
• Strong written and verbal communication abilities, combined with superior interpersonal and organizational skills
• Ability to work independently, apply critical thinking, and adopt proactive approaches whilst remaining adaptable across departments
• Strong time management and problem-solving capabilities

Skills

Experience

4–5 years of Client Relationship Management experience, preferably within the luxury retail sector. Demonstrated proficiency in managing client engagement initiatives, gifting programs, and cross-functional projects is essential.

Education

Bachelor's degree in Business, Marketing, or equivalent discipline.

Workplace

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

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.