Richemont Senior Manager, Client Experience
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jul 15, 2026
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.
Richemont seeks Senior Manager, Client Experience in New York to lead strategic customer engagement initiatives in luxury retail.
Role & Responsibilities
- Develop and implement comprehensive client experience strategies aligned with brand positioning and luxury market standards
- Lead, mentor, and supervise client experience teams to ensure consistent service excellence across all touchpoints
- Analyze client data and market insights to identify opportunities for experience enhancement and personalization
- Oversee the design and deployment of omnichannel customer engagement programs
- Collaborate with retail, ecommerce, and clienteling departments to create seamless brand experiences
- Monitor key performance indicators related to client satisfaction, retention, and Net Promoter Score
- Drive training and development initiatives to elevate client service standards across teams
Qualifications
- Proven track record of developing and scaling client experience programs in luxury retail or hospitality environments
- Advanced understanding of customer journey mapping and omnichannel service delivery
- Demonstrated leadership capability with ability to manage and develop high-performing teams
- Strategic thinking with strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
Skills
Experience
8+ years of progressive experience in client experience, customer service, or retail operations management, with at least 3 years in a senior leadership role managing teams within luxury goods or premium hospitality sectors
Education
Bachelor's degree in Business Administration, Hospitality Management, Marketing, or related field; MBA preferred
Workplace
This position is based in New York, New York, USA.
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.
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 «Client Experience Manager», «Senior Client Relations Manager», «Client Engagement Manager», «Senior Customer Experience Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.