Job Details

Client Engagement Director - Miami Design District

Miami, FL, US

Permanent

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 Richemont Americas, 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.

CLIENT ENGAGEMENT DIRECTOR

CARTIER| MIAMI DESIGN DISTRICT, FLORIDA

Role Overview

Cartier North America is seeking a Client Engagement Director who will be responsible for developing and implementing Client Engagement strategies to increase client loyalty and overall ROI. The Client Engagement Director will work closely with the Client Experience Manager and the Sales Director to oversee service at all levels, managing and developing the Client Experience Coordinators, to enhance the overall client experience in the Historical New York Cartier Mansion on 52nd Street. The ideal candidate will play a key role in sharing Cartier values and spirit, to motivate the boutique team in their respective roles.

Responsibilities

Client Strategy & Relationship Management

• Lead and execute the boutique's client engagement strategy with a focus on VIP and UHNW clients.
• Cultivate strong, trust-based relationships with top clients, offering a consistently exceptional and personalized luxury experience.
• Analyze client data and buying behavior to develop segmentation strategies and identify growth opportunities.
• Partner with sales associates to mentor and support best-in-class clienteling practices.
• Partner with General Director, Sales Director and Regional Client Engagement Director to create quarterly and monthly strategies in line with business action plans and roll out, follow up and deliver on accordingly.
• Establish a strong relationship with HJ team and identify UHNW clients from core team to develop and grow.
• Be very in tune with the clients voice using barometer results and share with sales experience managers where gaps in experience from clients lay.

Team Development and Management

• Partner with Regional Client Engagement Director to Lead strategic clienteling activities including implementation of new technology-based tools.
• Collaborate with Boutique Directors, Management team and staff to align and execute gifting strategy
• Partner with Sales Experience Managers, Sales Director and Client Experience Manager to drive clienteling initiatives.
• Regularly Conduct team meetings, ensuring that stakeholders are aware of the tasks, targets, clients services best practices to develop high potential and prospective clients.
• Actively develop and maintain talent pipeline
• Partner with the Client Experience Manager to identify training needs and coaching opportunities for Client Experience Coordinators ( CEC )
• Lead the performance management process through regularly scheduled individual monthly touch bases with CEC. Assess potential and propose development opportunities in partnership with boutique management, HR and Career Committees
• Perform administrative and HR tasks including but not limited to scheduling, payroll and overtime management
• Continuously promote a positive and united work environment amongst all staff by maintaining a regular presence on the sales floor
• Develop a strong understanding of the relevant marketplace and client demographic.
• Collaborate with High Jewelry team to effectively communicate key messages, business opportunities and needs.
• Provide monthly insights on client brand segmentation movements and trends, focusing and developing local strategies for each targeted client segment

Client Events & Experience

• Conceptualize and execute exclusive, high-impact client experiences and events that reflect Cartier's heritage and reinforce brand loyalty.
• Oversee client appointments, bespoke services, and private viewing sessions to ensure a refined and seamless luxury experience.
• Collaborate with local and global event, hospitality, and marketing teams to align initiatives with brand objectives.
• Act as a coach and mentor to boutique sales teams on client development, storytelling, and CRM usage.
• Champion a client-first mindset, ensuring the team upholds Cartier's standards of excellence in service and relationship-building.
• Provide regular training and support in managing sensitive client interactions, privacy, and discretion.
• Lead the hospitality team with the focus to always surprise and delight our clients
• Identify gaps in knowledge of SAs and be able to provide trainings and coachings in partnership with sales experience managers and strive for all SAs to achieve clienteling KPIs

Analytics & Reporting

• Monitor client KPIs (repeat rate, retention, acquisition, satisfaction) and prepare performance reports.
• Leverage CRM tools to track engagement activities and propose data-driven enhancements to the client journey.
• Partner with regional CRM and retail teams to share best practices and contribute to national strategic goals.

Operational support

• Support Management Team with ad hoc reporting / data organization and analysis.
• Support Management Team to promote the implementation of new technology based service tools.
• Daily set up and break down of boutique for opening/closing, as needed.
• Assist with Boutique projects as needed (inventory, organization, etc...).
• Support boutique management with boutique controllable operating expenses: monitoring, analysis and action plan recommendations in order to optimize controllable costs.
• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.).
• Uphold the Cartier standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Create a positive and productive boutique environment by leveraging both personal and team savoir-faire to create a highly collaborative network at all times both in person and via telephone
• Participate in networking activities including client events

Qualifications

Education

• Bachelor's degree in a business related field is a plus

Required experience

• 7-10 years previous management experience in luxury retail or hospitality

Technical skills or knowledge

• Excellent computer skills (Microsoft Office applications) is required
• Must be available to work retail hours (including weekends), travel for trainings, client events, etc. as needed
• Ability to work with a team in a fast-paced environment required
• Flexible mindset with the ability to embrace changes
• Ability to motivate and develop team as per Cartier's image
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor

Personal skills

• Strong leadership skills
• Excellent analytical, organizational, and interpersonal communication skills
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor
• Enthusiastic approach with clients and colleagues
• Entrepreneurial spirit to develop their own business and build long lasting client relationships
• Creativity in developing new ways to motivate and develop a team
• Collaborative approach with ability to foster a united work environment with a “can do” attitude
• Strong understanding of client service needs and priorities (internal and external)
• Strong attention to details with the ability to handle multiple tasks simultaneously and with precision
• Ability to work in a fast-paced, evolving environment
• Intellectual curiosity and passion for learning

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.