Richemont Client Experience Director
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 4, 2026
About Richemont
Richemont is a global luxury goods holding company composed of prestigious maisons across watches, high jewellery, fashion and leather goods. As an employer, Richemont balances respect for artisanal heritage with a strategic emphasis on international expansion, digital transformation and maison-level autonomy, offering professionals exposure to high-touch luxury retail and multi-brand collaboration.
Richemont is hiring a Client Experience Director in New York — lead omnichannel clienteling, VIP programmes and CRM for the group's maisons.
Role & Responsibilities
- Define and execute the client experience strategy across channels to elevate acquisition, retention and lifetime value of high-value clients.
- Lead CRM and clienteling initiatives in close partnership with retail, digital, marketing and after-sales teams to deliver a seamless omnichannel experience.
- Develop VIP and private-client programmes, concierge services and bespoke touchpoints that reinforce brand desirability and customer loyalty.
- Establish KPIs, reporting frameworks and dashboards to measure client engagement, conversion, retention and campaign effectiveness.
- Manage, mentor and inspire a cross-functional team of clienteling, CRM and client services professionals; set service standards and training curricula for frontline staff.
- Partner with data analytics and IT to improve client segmentation, personalization, and lifecycle management through data-driven models.
- Oversee budget, vendor relationships and implementation of technology platforms relevant to client experience.
- Drive change management initiatives to align global maison standards while adapting to local market dynamics in North America.
Qualifications
- Proven leadership record within luxury retail, maison or premium services environments, with responsibility for client experience, CRM or client services.
- Demonstrable experience designing and scaling omnichannel clienteling and VIP programmes.
- Strong commercial acumen with experience setting and managing KPIs, budgets and performance targets.
- Exceptional stakeholder management and communication skills, able to influence senior leaders across retail, digital and marketing functions.
- Willingness to travel regionally and to key retail locations as required.
Skills
Experience
Minimum eight years of professional experience in luxury retail, hospitality or premium services with progressive responsibility; at least three years in a leadership role accountable for client experience, CRM or client services.
Education
Bachelor's degree in business, marketing, hospitality or related field; MBA or advanced degree preferred.
Workplace
This position is based in New York, New York, USA.
Culture
Richemont fosters a culture that values craftsmanship, maison identity and long-term client relationships. Employees operate in a results-driven, collaborative environment where heritage and innovation coexist, and client obsession guides decision-making.
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 Richemont, 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 of Client Relations», «Director of Client Services», «Head of Clienteling & 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.