Client Experience Director

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities. HOW WILL YOU MAKE AN IMPACT? YOUR MISSION Reporting to the AVP of Client Experience, the Client Experience Director is responsible for translating client intentions into best-in-class distinctive ‘channel agnostic’ end-to-end experience lines, that create value for both the client and the Maison. This person must have proven understanding of the client luxury journey and experience in leading business transformation. Client Experience Excellence This role is both strategic and operational - responsible for enriching and executing a unified CX strategy that aligns with market priorities, to enhance client satisfaction while optimizing retail performance metrics. Be responsible for implementing frictionless user journeys for our Retail front line and seamless experience for our clients, upholding both client expectations and retail excellence. Gather competitive intelligence and monitoring of clients’ changing aspirations and behaviors to ensure top-luxury-player client experience, adapting to and preempting client desires. Define in partnership with our global teams the boutique experience. Project Management From Client Barometer insights and with the voice of the field Regional CX Director strong direct partnership, support continuous improvement and prioritize business enhancements. Be a champion in the Maison’s retail transformation journey, connecting all client touchpoints into a seamless experience, thanks to strong collaboration with our Digital Solution teams and Retail channels’ experts – both local and central, at Maison and Group level. Manage the effective launch and implementation of CX projects (from new services to retail tools and guidelines) with a pilot mindset. Uphold traffic management excellence, mapping end-to-end client journey from self-appointment to walk-in, including key boutique experience moments like welcoming and queue management. Leadership & Team Mindset Develop and execute stakeholder engagement plan to embark others in the future vision of Cartier North America's client experience strategy and maintain program momentum. Be the sparring partner to Central functions in…