Client & Events Manager

Role Overview 

This role is a key member of the regional HQ, responsible for supporting event planning and retail training strategies to drive and maximize sales for Delvaux stores across North America. This involves planning and executing events, developing client communication plans, aligning with merchandising strategies, and implementing retail activation plans to recruit new clients and enhance client engagement. 

Responsibilities  

Retail & Event Strategy 

• Support with event planning and retail strategy to drive the revenue in North America 

• Plan and produce events and trunk shows in different markets 

• Develop in-store retail event calendar & activities aligning with market calendar and global launch plan 

• Develop events & joint promotion campaigns to recruit new clients 

• Align Retail Activation Plan with Client, Product & Communication strategy 

• Close engagement with landlord resources for in store activity organization with shopping mall client database leverage 

Client Relationship Management (CRM) 

• Develop client communication plan in line with drive-to-store activities 

• Plan the various client engagement activities, ensure the implementation & measure the results and performance 

• Monitor regularly by boutique regarding client contact and follow up actions 

• Define local Client & CRM strategy and actions aligned with annual business plan 

• Develop key strategies on contact acquisition, client acquisition, retention and re-activation 

• Design & optimize client journey and client experiences across boutiques and touchpoints 

• Develop client follow up programs, in-boutique experiential activations 

• Monitor data capture & CRM KPIs and develop improvement plans to reach monthly & annual targets for the region and per store 

• Conduct CRM data analysis with insights sharing 

• Manage all CRM tools according to HQ guidelines 

• Support planning and communication with stylist, partners and retail network 

• Initiate partnerships to drive traffic to the boutiques while respecting the branding positioning and regional strategy 

Training & Development 

• Support Selling Ceremony and Client Journey trainings 

• Conduct CRM training with each store to help them reach target and track the necessary KPIs 

• Product, Image, Selling & Storytelling are at the heart of our client experience. You are responsible for creating, developing and supporting the global roll-out of the company’s training strategy 

• Build a training strategy with all Region Trainers and define KPI and achievement targets 

• Develop and creation of the training collection and technical books 

• Creation of digital training and retail meeting content 

• Organize an induction day for Retail or HQ new-hires

• Creation of Product Launch Plan and Product Training Guides 

Operational & Cross-Functional Support 

• Align with the Merchandising strategy to understand and drive the buying pattern per client target 

• Participate in updating different, creating, maintaining and optimizing different systems 

• Creation of a Product News document who regroups training, CRM, digital, merchandising and communication qualitative information. 

• Collect feedback from regions and share with teams the results. 

Qualifications 

• Minimum 10 years of professional experience related to client relations; luxury goods related industry preferred 

• Previous omnichannel experience 

• Exhibit a professional communication style both verbal and written, excellent organizational skills and presentation skills 

• Detail oriented  

• Capable to work independently and a team player 

• Strong problem-solving skill and results oriented 

• Flexible and adaptable to changing priorities; proactive approach to completing tasks  

• Strong time management skills; ability to manage several projects simultaneously and timely 

• Proficient in Word, Excel, Power point, Concur, SAP, CRM Analytical platform, InDesign  

• Education: Bachelor’s Degree in related field preferred 
   

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

We Offer  

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. 

At Richemont, We Craft the Future!